At least 1 year of experience troubleshooting in a technical environment.
Ability to negotiate and persuade customers regarding the best action plans.
English verbal and written communication skills at 90% or higher.
Technical troubleshooting skills.
Customer service and people skills.
Full schedule flexibility.
Analytical and problem-solving skills.
Experience with logical troubleshooting.
Advanced proficiency with case management.
Responsibilities
Resolve hardware and software technical issues raised by incoming customer calls.
Respond to service, product, technical, and customer-relations questions about features, specifications, and repairs for current and discontinued products, parts, and options.
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
Evaluate unique or complex installations or configurations and make recommendations for resolution.
Communicate clearly in writing and verbally.
Engage team members for support as required to ensure internal or external business and end-user/client service-level agreement demands are met.
Analyze data for root causes, propose improvement plans, and follow up on actions.
Comply with quality audit parameters.
Follow process instructions for each company and region.
Comply with key performance indicators.
Document, troubleshoot, resolve, or diagnose product issues from incoming internal or external customers via telephone and electronic support.
Job Description
Key Responsibilities:
Successfully resolve technical issues (hardware and software) from incoming customers´ calls.
Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options.
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
Evaluate unique or complex installations or configurations and make recommendations for resolution.
Articulate clearly in writing and verbally.
Engage team members for support as required to ensure internal or external business and end users/clients SLA demands are met.
Analyze data (root cause analysis). Propose Improvement Plans and follow up on Actions.
Comply with all the Quality Audits parameters.
Follow the process instructions for each company and region.
Comply with all Key Performance Indicators (KPI’s).
Utilize your technical expertise to document, troubleshoot, resolve, or diagnose product issues from incoming internal or external customers via telephone and e-support.
Requirements & Qualifications:
Customer Oriented
Ability to negotiate and persuade customers of the best action plans
Excellent English: verbal and written communication skills. (90% or higher)
Technical troubleshooting skills
Customer Service and people skills
Full Schedule Flexibility.
Analytical and problem-solving skills
Experience on logical troubleshooting
Advanced proficiency with case management.
At least 1 year of experience troubleshooting in a technical environment.