Technical Customer Service Rep Ii

hace 2 semanas


San José, Costa Rica Johnson Controls A tiempo completo

**Job Details**

**Job Description**:
**Goal**

Provide customer support for the Navigator Platform for Application Engineering Division.

**Essential Functions**
- Realice soporte técnico al cliente en línea (TeamViewer) según sea necesario.
- Equipo con ingeniería de desarrollo y proveedores de 3ª parte para acelerar los problemas reportados en el campo para su resolución.
- Ayuda en la determinación de la causa raíz y prueba soluciones para problemas reportados por el campo y el cliente para casos de nível 1 o nível 2.
- Documente registros de casos precisos de problemas de clientes, progreso de estado y resoluciones de problemas utilizando Salesforce CRM.
- Trabaje con equipos multifuncionales para ayudar a resolver problemas de aplicaciones sistémicas o de clientes escalados.
- Participar y proporcionar soporte técnico en nuevos sitios de prueba Alpha y Beta de productos.

**Lo que buscamos**:
**Obligatorio**
- Licenciatura o título técnico en Ciencias de la Computación, Ingeniería, Tecnología de la Información o campo relacionado.
- 0-2 años de experiência en un rol de soporte de campo / servicio al cliente, rol de soporte relacionado con TI o puesto de soporte similar.
- Competente en aplicaciones de Microsoft Office Word, Excel, Visio y Power Point, etc.
- Comunicación sólida para presentar y explicar problemas técnicos complejos.
- Excelentes habilidades de diagnóstico y solución de problemas, resolución de problemas y capacidad para aprender rápidamente.
- Centrado en el cliente, exhibiendo un fuerte deseo de resolver los problemas a satisfacción del cliente de manera oportuna.
- Capacidad para priorizar y administrar múltiples tareas en un entorno de soporte de ritmo rápido mientras se atiende a un grupo diverso de clientes internos y externos.
- Experiência de soporte técnico en controles de edificios, TI o industria relacionada.

**Preferible**
- Experiência con plataformas CRM de Salesforce (CRM, Cloudcraze, etc.)


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