Technical Support Specialist

hace 1 día


San José, San José, Costa Rica Cloud Software Group A tiempo completo

**Job Overview**

We are seeking a highly skilled Technical Support Specialist to join our team at Cloud Software Group.

This role involves providing world-class customer service experience to customers and partners in problem identification and resolution on Citrix ADC.

You will utilize your troubleshooting skills to isolate, analyze, and provide resolution to customer inquiries.

The pace is fast and the job is results-oriented, making this opportunity very exciting.

Main Responsibilities:

  • Perform sophisticated problem analysis and isolate problems of moderate to high complexity with minimal instruction from team leads and/or management.
  • Achieve and adhere to established Service Level Agreements and Key Performance Indicators.
  • Validate and qualify complex customer issues and business impact requiring collaboration with senior level team members or other vendors.
  • Contribute to the Citrix knowledge base through new or updated technical articles/documents focused on issue resolution or prevention.
  • Document cases, recommendations, and resolutions clearly in the CRM system.
  • Ensure work meets quality standards within acceptable time schedules and customer commitments.
  • Some weekend work may be required.

Qualifications:

  • Practical knowledge of job area acquired through advanced education combined with experience.
  • University Degree or equivalent experience and minimum 3+ years of relevant experience; or an advanced degree without experience.
  • Solid grasp of the OSI Model.
  • English professional proficiency with excellent verbal and written communication skills.
  • PREFERRED QUALIFICATIONS: Industry certifications such as CCNA, CCNP, Network+, Telematic engineering, and Portuguese proficiency.


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