Its Support Associate I

hace 1 semana

San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

6+ months of experience in IT help-desk or desk-side environment.
- Advanced written and spoken Portuguese level.
- Advanced written and spoken English level.
- High School diploma.
- Experience in Windows, Mac OS environments
- Proven ability to communicate with technical and non-technical staff.

Amazon's IT Support is the first point of contact for technical support service requests. Our IT Support Associate I spends their day fielding incoming chats, calls, and online requests from Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Associate I will be customer focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support.

Key job responsibilities
- Provide basic technical support to Remote Amazon employees worldwide.
- Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.
- Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.
- Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.
- Follow all standard operating procedures (SOP) through the effective use of knowledge management.
- Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.
- Assist with activities to triage and escalate any system or network outage to reduce downtime.
- Associate’s degree in Computer Science or IT related field.
- Experience with AV Conferencing Systems.
- Experience with networking hardware including switches/routers/firewalls.
- Linux OS Experience.
- Ability to troubleshoot & repair PC hardware.
- Strong verbal skills proven ability to communicate with technical and non-technical staff.
- Ability to work both independently and within a team environment.
- Display a commitment to quality and strong multi-tasking skills.
- Adherence to shift schedules and timeliness are key requirements.

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