Bosch Home Comfort

Makes heating, cooling and hot-water equipment

Tech Support Intrusion

IT Service Desk & End User SupportPosted on Nov 11

Full-timeHeredia Province, Heredia, Costa RicaNo salary listedIn-person

About the Job

Requirements

A minimum high school diploma or studies in electromechanics, electrical engineering, or electronic engineering is required.
A technical background is required.
Customer service and electromechanics skills are required.
Advanced knowledge of operating systems and databases in Windows, or similar experience, is required.
At least one year of experience in technical support centers is required.
Experience providing technical support by telephone, chat, and email is required.
Experience in a critical real-time environment is required.
Experience with fundamental networking knowledge for IP products is required.
Assertive communication and empathy are required.
Excellent oral and written communication skills are required.
The ability to multitask is required.
The ability to work collaboratively in a team environment is required.
English proficiency at C1 level is required.

Responsibilities

Work with customers or employees to identify problems and advise on solutions by phone, email, and chat.
Log and maintain records of customer or employee queries.
Update self-help documents so customers or employees can try to resolve problems themselves.
Log customer requests, failures, or complaints received through any communication channel.
Create and forward tickets to Level 2 when an issue requires escalation.
Answer known post-sales and presales technical issues.
Create knowledge-base articles and forward them to Level 2 for approval.
Process online chats and provide remote support.
Escalate serious complaints according to the established complaint process.
Resolve or forward configuration and application questions.
Collect log files, configuration files, and databases.
Forward non-post-sales technical support issues to the relevant department.
Contribute to product improvement.
Perform other functions related to the position.

Desired Qualifications

Network knowledge is a plus.
Knowledge of Cisco modules is a plus.
Knowledge of intrusion alarm systems is a plus.

Job Description

Position Summary

Ensure solution driven technical support by using troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus.

General Job Responsibilities

Working with customers/employees to identify problems and advising on the solution over the phone, emails, and chat.

Logging and keeping records of customer/employee queries.

Updating self-help documents so customers/employees can try to fix problems themselves.

Customer Request, failure or complaint Log in (via all communication channel).

In case of escalation create & forward ticket to level 2

Give answers to known post/presales technical issues.

Create knowledge base article & forward to level 2 for approval.

Process online Chat.

Process remote Support.

Escalate serious complaints according to the established complaint process.

Solve or forward configuration and application questions.

Collect log files & configuration files & data bases.

Forward non post sales Tech Support issue to related department.

Active contribution for product improvement

Perform other functions related to the position.

Qualifications

Minimum High school diploma or studies in electromechanics, electrical, or electronic engineering.

Technical background

Customer service & electromechanics skills

Advanced Operating Systems & Data Base knowledge in Windows - or similar experience

Network knowledge is a plus.

Cisco modules knowledge is a plus.

Intrusion alarm systems knowledge is a plus.

At least 1 year of experience in Technical Support Centers.

Experience in technical support by telephone, chat, and email.

Experience in a critical real-time environment.

Experience in network fundamental knowledge IP products.

Assertive communication and empathy. Excellent oral and written communication skills.

Multi-tasking.

Ability to work collaboratively in a team environment.

English level: C1

Additional Information

Bosch Service Solutions Costa Rica (@boschcostarica) • Instagram photos and videos

About the Company

Bosch Home Comfort

Makes heating, cooling and hot-water equipment

Bosch Home Comfort makes heating, cooling and hot-water equipment for homes, commercial buildings and industrial users. Its portfolio combines electric heat pumps with gas-fired boilers and hybrid systems, giving customers different ways to control building temperatures and supply hot water. The business sells equipment through its brands' sales networks, with products adapted to regional building needs and energy requirements. Its inverter-driven heat pumps adjust compressor output to match demand rather than running constantly at full power. The Bosch business unit was formed through the merger of Bosch and Buderus heating activities in 2004 and is headquartered in Wetzlar, Germany.

Company size: 10,001+
Company stage: Not listed
Total funding: Not listed
Headquarters: Wetzlar, Germany
Founded: 2004

Recently Posted Jobs

Explore more opportunities at Bosch Home Comfort

See more jobs