What does a great Desktop Support Associate do?
You will work in a dynamic, professional, customer service-oriented team servicing financial institution clients by Web cases and outbound calls with a sense of urgency.
You'll respond to customer inquiries and solve problems associated with the use of our financial service products and services.
If you have great communication skills, attention to detail, problem solving and troubleshooting skills, we want to hear from you!
In this role, you can expect to :
Complete detailed requests for technical assistance and steps taken to resolve web cases.
Be the initial point of contact for case acknowledgement and follow-up.
Maintain the work notes and documentation required for each case.
Complete outbound calls.
Create knowledge base and usability reports
Determine and solve problems / issues.
Basic qualifications for consideration :
Education : IT or related fields
Minimum 1 years’ experience required on client services role.
Prior experience in tech support, desktop support, or a similar role.
Experience required with customer support, troubleshooting and handle cases though web application.
Following up with clients to ensure the problem is resolved.
Talking customers through a series of actions to resolve a problem.
Work in a fast-paced environment, with daily processing efficiency requirements.
Preferred qualifications :
Experience with client problem resolution.
Experience with PC / Windows related software (MS Office) required
Experience handling multiple cases concurrently.
Ticket handling experience.
Experience spending a majority of the day engaged in telephone discussion with customers
Experience with basic helpdesk duties
Work Schedule : Mon Fri. from 7 am to 4 pm Costa Rica Time
Main Location : Tres Rios Office, Costa Rica
Additional Location : Heredia
Travel required : Low
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Please contact us to request accommodation.