Enterprise Support Technician

hace 2 semanas

Alajuela, Costa Rica SmileDirectClub A tiempo completo

**Job Type**: Full-Time Overview:
Hi, we’re SmileDirectClub, and we’re big believers that everyone should have access to a smile they love. We also believe that you deserve a job you’ll love. At SmileDirectClub, you’ll help people change their lives - and in doing so, change your own.

We believe it takes someone special to make a difference, and that what we do positively affects the way people see and share themselves. There’s a reward in knowing you’re bringing about change for the better, and that your personal experience helps you create the best experience for others. That’s why we value our Team Members as much as our Club Members. We believe there’s a piece of us in every smile we make. And that great companies are built person by person. Here’s how:
**Winning as a Team.** Mentoring you forward works - because when you win, we all do.

**Balancing for stability.** Your physical, mental and emotional well-being matter.

**Encouraging the real you.** Bring your true self to work - so you can do your best work and feel your best with us every day.

**Let’s make smiles happen - starting with yours.**

**Responsibilities**:

- Issue Resolution: Diagnose and resolve basic hardware and software issues such as login problems, printer malfunctions, software installations, and system errors following established procedures and guidelines.
- Ticket Management: Document all customer interactions and issue resolutions accurately in the ticketing system to track and monitor the progress of ongoing cases.
- Escalation: Escalate complex or unresolved issues to the appropriate technical teams or senior technicians, ensuring timely and efficient resolution.
- Remote Assistance: Utilize remote access tools to troubleshoot and support end-users' devices and systems when necessary.
- Hardware Deployment: Assist with equipment setup, deployment, and inventory management to ensure that end-users have the necessary tools for their work.
- Documentation: Contribute to the maintenance and improvement of the knowledge base by creating and updating technical documentation, FAQs, and troubleshooting guides.
- Continuous Learning: Stay informed about new technologies, updates, and industry trends to enhance technical knowledge and provide better support.
- Customer Service Excellence: Uphold a positive and customer-centric attitude while interacting with end-users, ensuring their satisfaction with the support provided

Qualifications:

- Technical Degree or relevant certifications in IT, Computer Science, or a related field.
- 0-2 years of equivalent work experience.
- Demonstrated passion for technology and problem-solving.
- Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users effectively.
- Familiarity with troubleshooting tools and techniques.
- Ability to prioritize tasks, manage time efficiently, and work under pressure.
- A willingness to learn and adapt to new technologies and tools.

Benefits of Joining the Club:
**How we make you SMILE...**

**Costa Rica**:

- Medical & Dental insurance
- 12 days of Paid Time Off accrued per year plus 1 Flexible Holiday to use yearly
- 5 additional days PTO
- TMSPP (Team Member Stock Purchase Program)
- Life insurance coverage
- SmileWell wellness program focused on a holistic health approach, including no-cost Team Member Assistance Program offering free mental health and other various services
- Team Member Rewards and Recognition programs
- Career Growth Opportunities: Promotion eligible after 6 months of proven success in role
- Collaborative work environment and positive culture including work/life balance initiatives
- Opportunities to grow within a fast-paced, innovative company

Company Profile:
SmileDirectClub created the first end-to-end solution for your smile. An estimated 85% of people could benefit from orthodontic care, yet only 1% receive it each year with convenience and cost being the biggest issue. SmileDirectClub exists to help bridge that gap.

Since our founding in 2014, SmileDirectClub has helped more than 1.8 million people transform their smiles through our pioneering telehealth platform for orthodontia. We’re an international oral care leader, with hundreds of SmileShops, a nationwide network of hundreds of affiliated state-licensed dentists and orthodontists and Partner Network offices across all 50 states, and thousands of Team Members across the globe.
- What is SmileDirectClub? Click Here
- How it works. Click Here
- What are our customers saying? Click Here
- What is our culture like? Click Here
- Check out our Linkedin profile, culture page, Partner Network page, Costa Rica culture page.
- Actual compensation offered within this range will be dependent upon the individual’s skills, experience, qualifications, and applicable laws._

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