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Trilingual Hardware Technical Support

hace 1 mes

Heredia, Costa Rica Sykes Costa Rica A tiempo completo

**Objective**:
To efficiently provide high quality and accurate resolutions to customers under stipulated policies and procedures, by offering technical support and troubleshooting with an intermediate level of complexity, and answering inquiries via the phone or mail.
**Hard skills**:

- Fluent in verbal and written English and Portuguese, High Proficiency level (85 %>)(Must).
- CompTIA A+ (901 / 902) certification (Desired).
- Basic knowledge and understanding of computer hardware architecture, installation and configuration.
- Basic knowledge of networking concepts (IP4/IPv6 addresses, MAC addresses, Subnet mask).
- Technical support experience on PC troubleshooting (hardware and software).
- Understand and troubleshoot Microsoft Operative Systems.
**Soft skills**:

- Very Good oral communication skills.
- Excellent listening skills.
- Proactive.
**Responsibilities**:

- To listen and identify the root cause (issue) of a case, interact with the customer on the telephone, through on-line networks, and/or mail, and resolve the issue accordingly.
- To follow up on the customer's issue by maintaining periodic timely updates, setting up appointments, and any other commitment made to the customers until the issue is solved.
- To maintain adequate technical proficiency in products and platforms supported and any other relevant technologies.
- To coach, mentor and evaluate the technical proficiency of his/her peers.
**Benefits**:

- Partial Work at Home.
- Additional Days Off.
- Educational Reimbursement.