Technical Solutions Rep IVTitle: Technical Solutions Rep IV
Location: Costa Rica-Barreal De Heredia
* Provide On-line telephone IT technical support to end users on their mobile and desktop platforms. Support consists of high level expertise on standard software application packages and the environments and platforms in which the business operates (desktops, laptops, remote access, messaging, etc.). In-depth knowledge of technical skills in hardware, MS Operating Systems, Network, Remote Connectivity and process knowledge to ensure quality in all of the Service Desk businesses, infrastructure support, and documentation. Expert on knowledge tools, client management tools and remote control software to help resolve at least 90% of calls online, without having to dispatch to service partners or desk side support technician. Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction. Assist team with other duties required to maintain the call center operating smoothly.
Answer and log service requests from clients
Provide 1st level problem analysis
Provide 1st level User Administration and account unlock / reset
Escalate calls to Second Level Group, if required
Where resolution at the Service Desk is not possible, dispatch calls to the appropriate Resolving Group
Aid knowledge transfer within the group
Maintain awareness of new products and services
Resolution of client issues with the aid of available Service Desk tools (e.g. FAQs, Troubleshooting Guides, Knowledge base articles)
Task List Management
Accurate Call Coding
Follow-up on logs, as required
Ensure timely escalation of calls to Second Level
Ensure appropriate information contained in escalated calls
Gain agreement on closure of each log
Remain well versed in Service Desk policies, procedures, standards and documentation
Excellent English, verbal and written. French will be considered a PLUS.
Studies in Computer Science, Information Systems, Electrical Engineering or equivalent experience.
Certifications such as A , MCSE, CNE, MSP, Cisco or similar certifications would be a PLUS
Previous Tech Support experience is desirable
Knowledge with various computer peripherals and applications.
Strong problem solving and resolution experience.
Must be very customer oriented and focused on meeting the customer's needs.
Experience in telephone and/or hands-on application, desktop, network and/or database support of both internal and external customers
Knowledge in installation and configuration of PCs, hardware, software, etc. Knowledge in the following products: Microsoft Office, Microsoft Outlook, Windows 98/ME/XP, Windows NT, Microsoft Exchange, Internet Explorer, Lotus Notes, Networking, TCPIP
Integrity, attention to detail, timeline sensitive, goal oriented, motivator, ability to analyze and solve problems, sound decision making skills, Team Player, Self disciplined, Adaptability,
Job: Services
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