Cloud Technical Support Specialist

hace 6 horas


San José, San José, Costa Rica Cloud Software Group A tiempo completo
Empowering Customers with Exceptional Support

We're seeking a highly skilled Cloud Technical Support Specialist to join our team at Cloud Software Group. This role will be responsible for delivering world-class customer support in a fast-paced environment, ensuring our clients receive the best possible experience.

About Us:

Citrix and TIBCO's recent merger has created Cloud Software Group, one of the world's largest cloud solution providers, serving over 100 million users globally. Our team is passionate about technology and empowered to take risks, driving innovation and growth.

The Role:

This position will involve answering first-level incoming customer support requests, providing product-related guidance, and troubleshooting technical issues. You'll work closely with customers to understand their environment, identify root causes, and resolve problems efficiently.

Key Responsibilities:

  • Answering customer inquiries and resolving technical issues via phone, email, or chat
  • Providing product training and guidance to customers
  • Collaborating with internal teams to ensure seamless issue resolution
  • Documenting customer interactions and knowledge base articles

Requirements:

  • Bachelor's Degree or equivalent experience preferred
  • 1+ year in a technical support role within the service industry
  • Background in computing (Mac & PC), networking, web browsers, PC troubleshooting, firewalls, and proxy servers preferred
  • Familiarity with GSuite and Microsoft Office suite products
  • Case Management experience

Preferred Qualifications:

  • Proficient verbal and written communication skills
  • Ability to listen, assess, determine, and communicate corrective measures
  • English-speaking proficiency required, bilingual skills a plus
  • Customer-focused mindset, with a passion for delivering exceptional customer experiences
  • Ability to de-escalate challenging situations
  • Basic knowledge of Windows Server roles and features, IIS, AD, DNS, load balancing technologies, and scripting languages

What We Offer:

  • A competitive salary range of $60,000 - $80,000 per annum, depending on experience
  • Opportunities for career growth and professional development
  • A dynamic, collaborative work environment
  • A comprehensive benefits package, including medical, dental, and vision coverage

Location:

This role can be performed remotely, allowing you to work from anywhere while being part of a global team.



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