Technical Support Associate for IT Services

hace 3 semanas


San Francisco, Heredia, Costa Rica Sysco Costa Rica A tiempo completo

At Sysco Costa Rica, we offer a competitive salary of $50,000 per year.

Job Description

Serve as the initial point of contact within our Service Desk team, providing level 0 and level 1 technical support to our associates and internal customers via phone calls, live chat support, and managing non-critical single user escalation requests. Key Responsibilities include:

  • Addressing and resolving reported non-major incidents and requests
  • Logging all incidents and requests in ServiceNow
  • Reassigning tickets to other support groups when First Call Resolution is not possible
  • Creatings a positive customer support experience and building strong relationships through clear problem understanding, ensuring timely resolution or escalation, and handling customers with a consummately professional attitude
Required Skills and Qualifications

To succeed in this role, you will need:

  • 1 year of experience in a Service Desk or similar environment
  • Experience with ServiceNow ITSM usage and workflows
  • Exceptional customer support and interpersonal skills
  • Excellent written and verbal communication (with a focus on listening) and superior telephone etiquette
  • Bilingual – English and Spanish
  • Able to multi-task and open to assigned flexible hours and on-call rotation
Benefits

We offer a comprehensive benefits package, including:

  • Hybrid work arrangement: Work from home 3 days a week and spend 2 days in the office
  • Private Medical Insurance
  • Life Insurance
  • Personal Day Off

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