Service Desk Specialist

hace 4 días

San Pedro, Montes de Oca, Costa Rica Softtek A tiempo completo

Global Support - Service Delivery

Challenges And Responsibilities

  • Handle calls, emails, and chat sessions with our Worldwide customer base;
  • Register and triage technical challenges and business issues related to the OutSystems Platform;
  • Query the Knowledge Base to find an immediate response to known problems;
  • Route the issues to the second-line teams, and monitor the responses to these incidents to observe agreed Service Levels;
  • Update the customers about pending incidents, managing their expectations on the time to solution and progress status;
  • Management of tasks related to cloud and licensing
  • Advocate for customers and help define ways to continually add value to the customer experience.

Key Requirements

  • Available to work in shifts;
  • Fluency in English verbal and written skills;
  • Network knowledge and/or developing experience are preferred;
  • Passion for people interaction and technology;
  • A friendly and helpful approach to customers going through difficult situations;
  • General interest in problem-solving and troubleshooting;
  • Able to work in a creative (and fun) environment under minimal supervision;
  • Growth mindset and proactive attitude, suggesting new ways to do things better. Lead the change;
  • Team player with a great work ethic and accountability.
  • Bachelors or Masters Degree in a related field.

The Major Requirements For This Position Include

  • Knowledge of problem tracking or ticketing systems;
  • Telephony, email, and chat proficiency;
  • Business document writing, editing, and management;
  • Good understanding of search syntax to find the right content in technical repositories.

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