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Help Desk Expert

hace 1 semana

Alajuela, Alajuela, Costa Rica Golabs A tiempo completo

**Job Summary**

About Golabs: We are a leading innovator in the industry, driven by our passion for delivering exceptional customer experiences. As a Technical Support Engineer at Golabs, you will play a vital role in ensuring that our customers receive the highest level of technical support.

**Key Responsibilities**

  • Develop and maintain technical knowledge solutions to resolve complex customer issues.
  • Research, diagnose, troubleshoot, and identify solutions to resolve customer complaints efficiently.
  • Document and track customer issues to resolution while adhering to strict service level agreements.
  • Identify and document technical defects and other challenges to improve overall product quality.
  • Handle customer escalations professionally and provide prompt, accurate feedback.
  • Act as a key escalation channel for our Customer Experience Technical Support team.

**Required Skills and Qualifications**

  • Familiarity with multiple technologies, including Networking, Data Center, Security, and Cloud.
  • Experience with cyber security products, specifically NAC, RADIUS, and 802.1x.
  • Experience with network configuration and architecture - Layer 2/Layer 3 Switching/Routing, TCP/IP, VPN.
  • Excellent communication (written and verbal) and interpersonal skills, ideal for a customer-facing role.
  • Independent, initiator, and a team player with advanced analytical thinking and problem-solving skills.

**Benefits and Advantages**

  • At least 2+ years of experience in product support / professional services for an international hi-tech company.
  • A Bachelor's degree in a relevant field.
  • Project management experience is highly valued.