Junior Networking Agent – Audio Products
Hace 1 día
San José, Costa Rica
Foundever
Jornada completa
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Objective
Are you passionate about music and technical support? We have a great opportunity for you in this role, you will be helping customers through inbound and outbound calls by demonstrating your outstanding technical troubleshooting skills.
Requirements
• LOVE MUSIC (must).
• Advanced English Speaker 85%> (must).
• Be able to work at the Heredia site (must)
• Full schedule flexibility to work on weekends and weekdays (must).
• At least 6 months of customer service experience in BPOs (must).
• Flexibility to work at Heredia (must).
• A minimum of 15 MB of internet speed at home (must).
• IT Essentials (Must).
• A minimum of 45 MB of internet speed at home (desired).
• Experienced with home network troubleshooting and configuration including wireless configuration, router settings, and Internet security software's
• Strong communication skills and customer-service focus.
• Strong technical understanding of internet, networking, and computers is needed.
• Preferred, but not required
- Background in Computer Science or relatable certifications.
• Commitment to contributing towards and enforcement of policy and procedures.
• Excellent analytical and problem-solving skills.
• Excellent writing and verbal communications skills.
• Ability to communicate and work directly with customers to identify and resolve technical issues.
• Ability to work the assigned shift, including nights, weekends, holidays, and on-call rotation, as required.
Responsibilities:
• Proactively take ownership of open issues and interface successfully with other departments and multiple levels of management.
• Ensure customer satisfaction of each service request by maintaining service status, periodic review of calls concerning escalation timeframe, and timely closure.
• Determine further action or completion regarding customer cases received.
• Follow up with the customer until the issue is resolved.
• Identify, analyze, troubleshoot, and solve software and hardware issues for voice, internet, or data installation and connection issues.
• Work with music services and all operating systems (Mac, Android, Windows and iOS).
• Constantly learn, expand, and share your knowledge.
• To perform any other tasks, duties, or services requested by his/her immediate superior.
• LOVE MUSIC (must).
• Advanced English Speaker 85%> (must).
• Be able to work at the Heredia site (must)
• Full schedule flexibility to work on weekends and weekdays (must).
• At least 6 months of customer service experience in BPOs (must).
• Flexibility to work at Heredia (must).
• A minimum of 15 MB of internet speed at home (must).
• IT Essentials (Must).
• A minimum of 45 MB of internet speed at home (desired).
• Experienced with home network troubleshooting and configuration including wireless configuration, router settings, and Internet security software's
• Strong communication skills and customer-service focus.
• Strong technical understanding of internet, networking, and computers is needed.
• Preferred, but not required
- Background in Computer Science or relatable certifications.
• Commitment to contributing towards and enforcement of policy and procedures.
• Excellent analytical and problem-solving skills.
• Excellent writing and verbal communications skills.
• Ability to communicate and work directly with customers to identify and resolve technical issues.
• Ability to work the assigned shift, including nights, weekends, holidays, and on-call rotation, as required.
Responsibilities:
• Proactively take ownership of open issues and interface successfully with other departments and multiple levels of management.
• Ensure customer satisfaction of each service request by maintaining service status, periodic review of calls concerning escalation timeframe, and timely closure.
• Determine further action or completion regarding customer cases received.
• Follow up with the customer until the issue is resolved.
• Identify, analyze, troubleshoot, and solve software and hardware issues for voice, internet, or data installation and connection issues.
• Work with music services and all operating systems (Mac, Android, Windows and iOS).
• Constantly learn, expand, and share your knowledge.
• To perform any other tasks, duties, or services requested by his/her immediate superior.