02 feb
Tangentia
Xico
Role: Technical Support Associate
Location: Remote, Mexico
JOB DESCRIPTIONJob Requirements: As a technical support/help desk employee, you'll be monitoring, maintaining, and resolving tickets raised by our customers that use our Applications.
If there are any issues or changes required, such as forgotten passwords, role changes, or requests for any changes related to their account, you'll be the first person customers will come to.
Tasks can include contacting customers and helping them resolve issues by screen sharing, diagnosing software/Application related issues, and reporting to Level 3 engineers, either over the Phone, WebEx, or face to face.
Most importantly, as businesses cannot afford to be without the whole system,
or individual workstations, for more than the minimum time taken to resolve them, your technical support is vital to the ongoing operational efficiency of the company.
As technical support, you may also be known as a help desk operator or technician support associate.
You could work for software providing after-sales support or for our customers to whom we provide IT maintenance and support.
Alternatively, you may work in-house, supporting the rest of the business with their ongoing IT requirements.
Some tasks you may be involved in include: Working with customers/employees to identify software-related problems and advising on the solution.
Logging and keeping records of customer/employee queries.
Analyzing call logs to spot common trends and underlying problems.
Updating self-help documents so customers/employees can try to fix problems themselves.
Working with Level 3 IT engineers if the problem is more serious.
Required skills: Ability to explain complex information in simple and clear terms.
An ability to assess each customer/employee's IT knowledge levels.
Ability to deal with difficult callers.
Logical thinker.
Good analytical and problem-solving skills.
Up-to-date technical knowledge.
An in-depth understanding of the software our customers are using.
Good interpersonal and customer care skills.
Good accurate record keeping.
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Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.