Technical Support Professional

hace 2 meses


Alajuela, Alajuela, Costa Rica 3M A tiempo completo
Job Overview

This role is an exciting opportunity to provide technical assistance to 3M employees, contractors, and vendors. Working from a service desk environment, you will be responsible for resolving Windows / iOS software/hardware technical issues, inquiries, and business processes.

Responsibilities

You will be the primary point of contact for incoming calls, chats, and web tickets, providing technical support following established procedures and guidelines. When necessary, you will escalate more complex problems to the appropriate support group.

  • Technical Assistance: Answer incoming calls/chats/web tickets, provide technical assistance following established procedures and guidelines.
  • Problem Resolution: Route more advanced problems outside of established guidelines or scope to the appropriate support group.

In addition to these responsibilities, you will utilize the knowledge base, apply documented solutions, follow established documentation standards, and provide feedback for necessary updates to the database.

Requirements

To excel in this role, you must possess excellent listening and communication skills, customer service, and interpersonal skills. You should also have a fast learning ability, well-developed analytical thinking, and problem-solving skills. A minimum of one year's experience working on a technical support environment and at least one year of experience working in a call center environment are required.

Preferred Qualifications

While not essential, proficiency in Portuguese and experience working with Avaya Call Center Solution would be beneficial. Additionally, having technical and/or functional knowledge of Lotus Notes, Office 365, One Drive, Active Directory, Apple/iOS devices, Networking, SharePoint, and Remote connectivity, including VPN, would be advantageous.

Work Environment

This position is located in San Jose, Costa Rica, and offers a competitive salary. The estimated annual salary range is $35,000 - $55,000, depending on qualifications and experience. 3M is committed to being an equal opportunity employer and does not discriminate against any job applicant based on race, color, age, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or veteran status. Benefits include health insurance, retirement plans, and opportunities for professional growth and development.



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