Enterprise Support Specialist

hace 2 meses


Alajuela, Alajuela, Costa Rica Smiledirectclub A tiempo completo

Role Overview

We're seeking a highly skilled Enterprise Support Technician to join our team at SmileDirectClub. As a key member of our support team, you will be responsible for resolving complex technical issues, providing exceptional customer service, and collaborating with our technical teams to ensure seamless support.

Key Responsibilities

- Diagnose and resolve hardware and software issues, including login problems, printer malfunctions, and system errors, following established procedures and guidelines.
- Manage and resolve customer tickets in a timely and efficient manner, ensuring accurate documentation and tracking of ongoing cases.
- Escalate complex issues to senior technicians or technical teams, ensuring timely resolution and minimizing downtime.
- Utilize remote access tools to troubleshoot and support end-users' devices and systems, providing exceptional customer service and support.
- Assist with equipment setup, deployment, and inventory management to ensure end-users have the necessary tools for their work.
- Contribute to the maintenance and improvement of the knowledge base by creating and updating technical documentation, FAQs, and troubleshooting guides.
- Stay up-to-date with new technologies, updates, and industry trends to enhance technical knowledge and provide better support.

Qualifications

- Technical degree or relevant certifications in IT, Computer Science, or a related field.
- 0-2 years of equivalent work experience in a technical support role.
- Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users effectively.
- Familiarity with troubleshooting tools and techniques, as well as a willingness to learn and adapt to new technologies and tools.

What We Offer

- Competitive compensation and benefits package, including medical and dental insurance, paid time off, and opportunities for career growth and development.
- Collaborative and dynamic work environment, with a focus on work-life balance and employee well-being.
- Opportunities to work with a cutting-edge technology platform and contribute to the development of innovative solutions.
- A comprehensive training program, including onboarding, training, and ongoing professional development opportunities.



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