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technical support level 1 agent for video department
hace 2 semanas
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.
- 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
Bosch Service Solutions Costa Rica (@boschcostarica)
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