technical support level 1 agent for video department

hace 2 semanas


San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo
Job Description

Position Summary

Ensure solution driven technical support by using troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus.

General Job Responsibilities

  • Working with customers/employees to identify problems and advising on the solution over the phone, emails, and chat.
  • Logging and keeping records of customer/employee queries.
  • Customer Request, failure or complaint Log in (via all communication channel).
  • In case of escalation create & forward ticket to level 2
  • Give answers to known post/presales technical issues.
  • Process online Chat
  • Process remote Support
  • Escalate serious complaints according to the established complaint process.
  • Solve or forward configuration and application questions.
  • Collect log files & configuration files & data bases.
  • Forward non post sales Tech Support issue to related department.
  • Active contribution for product improvement
  • Perform other functions related to the position.
Qualifications
  • Minimum High school diploma
  • Studies/knowledge in networking is a must
  • Technical background
    • Customer service & tech support skills
    • Advanced Operating Systems & knowledge in Windows storage - or similar experience
    • Cisco modules knowledge is a plus.
  • At least 1 year of experience in Technical Support Centers.
    • Experience in technical support by telephone, chat and email.
    • Experience in a critical real-time environment
    • Experience in network fundamental knowledge IP products
  • Assertive communication and empathy. Excellent oral and written communication skills.
  • Multi-tasking.
  • Ability to work collaboratively in a team environment.
  • English level B2+/C1
Additional Information

Bosch Service Solutions Costa Rica (@boschcostarica)
• Instagram photos and videos



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