Technical Support Specialist with ITIL Expertise

hace 3 días


San Francisco, Heredia, Costa Rica Auxis A tiempo completo
Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at Auxis. As a key member of our Service Support Team, you will be responsible for providing exceptional customer service and technical support to our clients.

Responsibilities
  • Manage incident and request queues for Auxis clients, assigning tickets as necessary and ensuring prompt resolution of customer issues.
  • Provide first-level contact and communication, conveying resolutions to customers and following up to ensure satisfaction.
  • Properly escalate unresolved queries to the next level of support, utilizing excellent customer service skills to exceed customer expectations.
  • Ensure proper recording, documentation, and closure of customer interactions.
  • Identify opportunities for process improvements and recommend modifications or enhancements.
  • Maintain knowledge of relevant product offerings, current support policies, and methods of support delivery to provide technically accurate solutions to users.
Requirements
  • Proficiency in English and Spanish (oral and written) with a language proficiency of 85% or higher (B2+).
  • 1-2 years of technical support experience, preferably with training on best practices or IT frameworks such as ITIL.
  • Experience with Active Directory, Exchange, Office 365, VPN, network-shared printers, and drives.
  • Ability to adjust schedule based on account needs.
  • High School diploma required; degree in Computer Science or related field preferred.
  • Excellent communication and interpersonal skills, with demonstrated experience in providing high levels of customer satisfaction in high-demand environments.
Preferred Qualifications
  • Cisco CCNA Modules certification.
  • Microsoft MTA certification.


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