Service Desk Agent

hace 6 días

San José, San José, Costa Rica ARCH LATAM A tiempo completo $120.000 - $180.000 al año

The Service Desk Agent will be responsible for answering incoming customer calls, utilizing company procedures and knowledge articles to solve customer technical issues, and directing calls to the specific team when necessary. Our Analysts are often the first point of contact for customers around the globe, so we are interested in hiring individuals with a commitment to customer satisfaction and an ability to make quick and accurate decisions, all in favor to resolve the technical problem the user will have.

The analyst should comply with additional tasks including investigation, back-office work and any other task based on the business need.

Is expected for the analyst to provide visibility on new troubleshooting steps or any task that needs to be documented.

Hard skills | Experience


• English Level between B2 or above.


• University Career or at least evidence of classes taken at the University


• Minimum 1-2 years of proven experience in bilingual Customer Service.


• Minimum of 1-2 years of proven experience registering/escalating calls in a case management.


• Basic understanding of Microsoft tools such as Word, Excel, Outlook, Teams, etc.


• Basic knowledge connecting to computer via remote access.


• Basic knowledge guiding users with HOWTOS or walkthroughs among different procedures.

Soft skills


• Detail oriented.


• Assertive communication.


• Negotiation skills.


• Risk based thinking.


• Written, verbal and presentation.


• Analytical & Proactive.


• Teamwork & Customer Service.


• Easily adaptable to changes.

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