Senior Technical Support Specialist

hace 5 días


San Francisco, Heredia, Costa Rica Auxis A tiempo completo
Job Description

We are seeking a highly skilled Senior Technical Support Specialist to join our team at Auxis.

About the Role:

This is an exciting opportunity for a talented individual to take on a leadership role in providing technical support to our clients. As a Senior Technical Support Specialist, you will be responsible for overseeing daily urgent and complex incidents/requests, assigning tickets to resources, and assisting with queue coverage, team development, and results tracking.

Key Responsibilities:

  • Lead to additional responsibilities, workload distribution, assignment, and reporting.
  • Assign tickets to resources based on technology, location, and load.
  • Identify reoccurring incidents or situations affecting multiple users and create problems as per ITIL standards.
  • Be assigned as an OJT (on-the-job Trainer) during ramps.
  • Provide support by floor walking and assisting SDAL1 as needed.
  • Cover Real-Time Queue needs whenever Leads are OOO in meetings or Training.
  • Track and report system issues as needed.
  • Provide expert and creative solutions to user problems in support of WIN and IOS environments, ensuring user satisfaction and productivity.
  • Completely understand current SOPs and investigational skills to get new solutions and procedures, documenting if necessary with proper evidence and validation.
  • Work closely with and in support of the IT Service Desk and Engineering/Desktop support team members.
  • Report and provide evidence of any anomaly or undocumented procedure, directing Lead to be published and communicated.
  • Broad knowledge and analysis to identify critical scenarios.
  • Research, resolve, and respond to complex questions received via telephone calls, callbacks, or escalations, following current standards.
  • Acquire and maintain knowledge of relevant product offerings, current support policies, and methods of support delivery, providing technically accurate solutions to users.
  • Comply with personal KPIs and assist SDLEAD to achieve the team goals.
  • Other related tasks and responsibilities as directed by the Auxis Service Support Lead or his designate(s).

Requirements:

  • English - Spanish Language (Oral and writing 85% or higher), (B2+ or above).
  • 2-4 years of Technical support experience Knowledge/Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library).
  • Advance knowledge of Active Directory, network-shared printers, and drives experiences.
  • The resource will adjust its schedule based on the account needs.
  • High School diploma.
  • Must possess excellent communication skills and involvement.
  • Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred.
  • Good presentation and a polite, tactful, and friendly character.
  • Excellent Customer Service skills.
  • Leadership skills.

Salary Range: $60,000 - $80,000 per annum.



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