AGENTE DE SOPORTE TéCNICO NIVEL 1
Empleos.net
Sabana, Costa Rica
hace 27 días
source : Empleos.net

RESPONSIBILITIES

  • To listen and respond to customers' inquiries on the telephone
  • To update records in systems and platforms (tickets)
  • To meet established performance targets, which include customer service, productivity and quality standards
  • To keep account information confidential and protect it from unauthorized use
  • To provide technical support via phone, e-mail, identify the root cause (issue) of a case and assist the customers to implement a timely and effective solution
  • Provide Tier 1 Support for distributors, service providers, enterprise customers, and end users via telephone, e-mail, and web.
  • Ability to escalate the case at the right time
  • Perform review of cases and provide quality feedback
  • Ability to work on weekends (either being staffed or through on call methods)
  • Participate in team meetings, make updates and / changes to current process documentation based on these meetings.
  • Support the organization on identifying, establishing processes for continuous improvements.
  • To follow up on the customer's issue with outstanding customer service.
  • Desired Skills & Experience :

    A minimum of 3+ year of proven experience working in the networking technical support space.

  • Technical expertise in resolving Layer 2 / 3 IP issues.
  • Layer 2 Protocols : ARP and DHCP
  • JOB REQUIREMENTS

  • Skills in successfully implementing, manage, and troubleshoot Microsoft Windows and Unix based operating Systems.
  • English proficiency (80% or above).
  • Proactive and Assertive.
  • Ability to multitask during high pressured situations.
  • Ability to communicate, both in writing and orally, in a business environment.
  • Demonstrated operational discipline and thoroughness in most / all aspects of his / her work e.g., status reporting, documentation, following process and procedure.
  • Schedule rotative.
  • Excellent time management.
  • Excellent Customer service skills.
  • 11th grade completed. (Bachillerato)
  • Cisco CCNA 5 modules completed (CCNA certified desired) v6
  • Advanced systems engineer.
  • Ability to function in a team environment.
  • Proven knowledge of routers, firewalls, switches, and IP sub-netting and networks in general.
  • Proven knowledge of MikroTik routers (MTCNA desired)
  • Proven knowledge of Wireless devices (UBNT)
  • rotating workday, one day of rest per week.

    Telecomunicaciones

    Inscribirse
    Inscribirse
    Mi Correo Electrónico
    Al hacer clic en la opción "Continuar", acepto que neuvoo recolecte y procese mis datos de conformidad con lo establecido en su Política de privacidad . Tengo derecho a darme de baja o retirar mi autorización en cualquier momento.
    Continuar
    Formulario de postulación