Technical Support Specialist

hace 24 horas

Alajuela, Alajuela, Costa Rica 3M A tiempo completo
About 3M

As a leading global innovator, 3M empowers employees to innovate and deliver solutions that make a real impact. Our company culture is built on collaboration, respect, and a passion for making a difference.

Salary and Benefits

We offer competitive compensation and benefits to ensure our employees live their best lives - both physically and financially. We regularly benchmark with comparable companies to ensure we're offering the best possible package.

Job Summary

The Technical Support Specialist provides exceptional technical support by phone, chat, and web tickets to 3M employees, contractors, and vendors. This role requires technical and functional knowledge of various programs and IT infrastructure, as well as the ability to work within cross-functional teams from different businesses and countries in a complex organization with differences in language, culture, and time zones.

Key Responsibilities
  • Answering incoming calls/chats/web tickets and providing technical assistance following established procedures and guidelines.
  • Routing more advanced problems outside of established guidelines or scope to the appropriate support group.
  • Utilization of the Knowledge base, ensuring all documented solutions are applied, following established documentation standards, and providing feedback for necessary updates to the database.
  • Identifying problems and opportunities for improvement with components or processes used to deliver IT solutions.
Requirements
  • Bachelor's degree in Information Technology and/or Information Systems or other IT-related discipline.
  • Functional knowledge of Microsoft Office and Office 365 suite, including SharePoint, OneNote, and Visio.
  • 90% proficient in English (written and oral).
  • Demonstrated tolerance of ambiguity, self-motivation, and flexibility to adapt to a changing environment.
  • Excellent listening and communication skills, customer service, and interpersonal skills.
  • Fast learning and well-developed analytical thinking and problem-solving skills.
  • At least 2 years of experience working in a technical support environment.
  • At least 1 year of experience working in a call center environment.
Preferred Qualifications
  • Proficient in Portuguese.
  • Experience working with Avaya Call Center Solution.
  • Technical and/or functional knowledge of Lotus Notes.
  • Advanced technical knowledge in Office 365, OneDrive, Active Directory.
  • In-depth knowledge of Apple/iOS devices.
  • Intermediate to advanced knowledge of Networking, SharePoint, and Remote connectivity, including VPN.
  • Excellent interpersonal, written, and team collaboration skills.
  • Knowledge and/or certification on a Service Management framework such as ITIL.
About Your Well-being

We care about your overall well-being and offer many programs to support you. Regular benchmarking ensures we're offering a competitive package that supports your physical and financial health.

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