Senior Technical Support Professional

hace 1 semana

Alajuela, Alajuela, Costa Rica Tek Experts A tiempo completo

At Tek Experts, we are revolutionizing the tech industry by providing unparalleled customer support. As a Senior Technical Support Professional or Customer Experience Specialist, you will be at the forefront of this movement.

Job Description

We are seeking highly motivated and detail-oriented individuals to join our Sales Support & Customer Care team. In this role, you will serve as the single point of contact for customers, supporting client customer service by gathering information needed to resolve cases, setting expectations, and delivering guidance on resolutions.

Your typical day will be a balance between individual reporting efforts and collaboration with your teammates to share best practices and understand each other's goals. Daily workflows often begin with reviewing priorities and assignments and include communicating with case stakeholders, investigating requests, and internally collaborating with sales or internal support teams.

Responsibilities
  • Serve as single point of contact for customers, supporting client customer service by gathering information needed to resolve cases, setting expectations, and delivering guidance on resolutions.
  • Manage the end-to-end customer case lifecycle to ensure incidents are resolved accurately and timely, proactively following up and engaging with the customer.
  • Interact and collaborate cross-functionally with internal teams to resolve cases, including Support Renewals, Marketing, Support Delivery, and Product Management.
  • Maintain the client database, keeping customer information reconciled and up to date.
  • Maintain documentation for all cases, including queries, process steps, resolutions consistent with commitments, and prescribed protocols, always protecting confidential and sensitive information.
Qualifications

We are looking for candidates who possess the following qualities:

  • Candidate-obsessed, taking the initiative, and exceeding expectations.
  • A passion for IT solutions and service.
  • Proficient in both written and spoken English (being bilingual is preferred).
  • Excellent communication and negotiation skills.
  • Self-motivated and accountable for meeting obligations.
  • Good at maintaining positive working relationships.
  • Experience in multicultural environments.
Requirements

To be successful in this role, you will need:

  • Up to 2 years of experience in a customer service, customer support, or related technical support role and basic understanding of technology-based and customer support.
  • Proficiency in both written and spoken English required.
  • Higher-level education in a technology discipline or technical certifications preferred.
  • Proficiency in MS Office, including Outlook, PowerPoint, Excel, etc., required.
  • Experience in customer care, pre-sales, account management, quality assurance, or IT required.
  • Candidate obsession, initiative, and drive to exceed expectations required.
  • Creativity, adaptability, and strong problem-solving skills required.
  • Ability to work independently but know when to collaborate required.

We celebrate diversity in every way. If you like being part of a global team, are passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.

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