Technical Support Specialist

hace 16 horas


San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completo
Job Description

At Hewlett Packard, we are seeking a highly skilled Technical Support Specialist to join our team. In this role, you will be responsible for receiving and processing incidents submitted through our technical support form.

You will follow up with users to notify them of next steps or resolution status, ensuring clear communication and user satisfaction. Your technical expertise will be essential in troubleshooting issues reported by users and providing appropriate solutions.

In addition to your technical skills, you will maintain detailed documentation of incidents and resolutions for future reference. You will also perform post-migration checks, identify and flag any issues encountered during these checks, and drive issue resolution through a ticket war room approach.

This is an exciting opportunity to work in a team environment, collaborate with cross-functional teams, and apply your problem-solving abilities and attention to detail.

Responsibilities
  • Receive and process incidents submitted through the CBA Tech Café form
  • FOLLOW UP WITH USERS TO NOTIFY THEM OF NEXT STEPS OR RESOLUTION STATUS, ENSURING CLEAR COMMUNICATION AND USER SATISFACTION
  • Troubleshoot technical issues reported by users and provide appropriate solutions
  • Maintain detailed documentation of incidents and resolutions for future reference
  • Perform post-migration checks
  • Identify and flag any issues encountered during post-migration checks to facilitate timely resolution
  • Drive issue resolution through ticket war room approach
Requirements
  • Bachelor's degree in Computer Science, Information Technology, or a related field
  • Proven experience in a technical support role or similar position
  • Proficiency in ticketing systems and incident management tools
  • Excellent communication skills, both verbal and written
  • Ability to work effectively in a team environment and collaborate with cross-functional teams
  • Strong problem-solving abilities and attention to detail
Benefits

We offer a competitive salary of $65,000 per year, based on industry standards and taking into account the requirements of the role.

This is an exciting opportunity to grow your career and develop your skills in a dynamic and supportive environment.



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