Support Professional
Posted on: 12/9/2024
Mexico City
Permanent
IT
Our client from the tech industry is looking for a skilled Support Professional to work in our Latin America Headquarters located in Mexico City. The Technical Support Professional is typically the first point of contact with customers. It therefore has a key role in helping the company achieve its mission goal of delivering excellent customer experiences.
Your Responsibilities:
* Dive deep into the functionality of the company’s software, including installation processes, configurable features, under-the-hood architecture, overall performance capabilities, and connectivity to other systems.
* Read and review all available documentation for the company’s software, including video tutorials, KB articles, user manuals, and forum posts, soaking up as much information as you can about the software products.
* Make yourself available to help customers, by accepting and responding to customer support requests by phone, email, or chat, promptly
* Resolve support requests for customers by drawing upon your newfound knowledge of the software, combined with your existing knowledge of modern IT concepts.
* Deliver an excellent customer experience by maintaining a professional, courteous, and helpful, attitude and by maintaining an up-to-date knowledge of the company’s products.
* Ensure that all relevant information related to the support case is accurately documented and recorded in the case management system
* Provide timely & accurate status updates to customers, keeping them informed of the next steps necessary to resolve their issue
* Recognize support issues outside of your skillsets, and escalate up the support chain promptly
* Inform customers of the appropriate support options that best fit the customer's needs, while remaining vendor neutral
Your Experience:
* Must exhibit excellent English and Spanish language communication skills, both in written and oral form (Bilingual). Trilingual in Portuguese is highly preferred!
* Minimum 2 years of relevant work experience providing technical support for external clients
* Experience with remote troubleshooting
* Experience providing multichannel support, confident in providing support over the phone, email, chat, and in public forums
* Is familiar with established troubleshooting methodologies for problem-solving
* Associate or Bachelor's degree in Computer Science, Computer Information Systems, or similar preferred
* Industry Certification(s) such as Microsoft MTA, CompTIA Network+ / Security + /Server + may be accepted in lieu of university degree
* Experience with Windows Server 2008/2012/2016 operating systems, including identification of performance bottlenecks and general knowledge of system architecture, such as running services and processes.
* Experience with IPv4 networking, including diagnosis of common errors such as connectivity errors or network congestion
* Experience with Microsoft SQL Server, including making backups and monitoring general database health
* Experience with enterprise-level data storage technologies including RAID, NAS, SAN, iSCSI, Fibre Channel
Your Responsibilities:
* Dive deep into the functionality of the company’s software, including installation processes, configurable features, under-the-hood architecture, overall performance capabilities, and connectivity to other systems.
* Read and review all available documentation for the company’s software, including video tutorials, KB articles, user manuals, and forum posts, soaking up as much information as you can about the software products.
* Make yourself available to help customers, by accepting and responding to customer support requests by phone, email, or chat, promptly
* Resolve support requests for customers by drawing upon your newfound knowledge of the software, combined with your existing knowledge of modern IT concepts.
* Deliver an excellent customer experience by maintaining a professional, courteous, and helpful, attitude and by maintaining an up-to-date knowledge of the company’s products.
* Ensure that all relevant information related to the support case is accurately documented and recorded in the case management system
* Provide timely & accurate status updates to customers, keeping them informed of the next steps necessary to resolve their issue
* Recognize support issues outside of your skillsets, and escalate up the support chain promptly
* Inform customers of the appropriate support options that best fit the customer's needs, while remaining vendor neutral
Your Experience:
* Must exhibit excellent English and Spanish language communication skills, both in written and oral form (Bilingual). Trilingual in Portuguese is highly preferred!
* Minimum 2 years of relevant work experience providing technical support for external clients
* Experience with remote troubleshooting
* Experience providing multichannel support, confident in providing support over the phone, email, chat, and in public forums
* Is familiar with established troubleshooting methodologies for problem-solving
* Associate or Bachelor's degree in Computer Science, Computer Information Systems, or similar preferred
* Industry Certification(s) such as Microsoft MTA, CompTIA Network+ / Security + /Server + may be accepted in lieu of university degree
* Experience with Windows Server 2008/2012/2016 operating systems, including identification of performance bottlenecks and general knowledge of system architecture, such as running services and processes.
* Experience with IPv4 networking, including diagnosis of common errors such as connectivity errors or network congestion
* Experience with Microsoft SQL Server, including making backups and monitoring general database health
* Experience with enterprise-level data storage technologies including RAID, NAS, SAN, iSCSI, Fibre Channel