Take ownership of incoming help requests from end users and document all pertinent customer information.
Respond to customer through phone/ email inquires w.r.t products and perform required technical troubleshooting steps based on customer issue within the scope of support
Hands-on experience working with ticketing tools and SLA governed environment
Prioritize and schedule problems. Escalate problems (when required) to the appropriate channel.Record, track, and document the problem-solving process all the way through to the final resolution
Use logical reasoning to analyze a situation and make use of available debug utilities
Identify and learn old and new software features supported by the organization
Hands-on experience working with fixes at the product level, including installing and upgrading software
Test fixes and BETA versions of the software to ensure reported problem(s) have been adequately resolved
Ability to establish proper course of action to ensure efficient completion of work withinprescribed time limits
Develop FAQ and Knowledge Base articles to aid in problem resolution
The engineer should be flexible to work in any shift as required by the business in the future
Qualifications
Bachelor’s degree in Information Technology, Computer Science or equivalent
Excellent communication skills in both Spanish and English, both written and verbal, is a must.
Minimum of 5 years of experience in technical support, customer support or IT help-desk.
Strong knowledge of computer hardware, software, and operating systems, including Microsoft Office, Windows, and Mac OS.
Ability to diagnose and troubleshoot technical issues in a fast-paced environment.
Excellent problem-solving abilities and analytical skills.
A positive, can-do attitude, with strong attention to detail and the ability to follow through.
Excellent organizational skills and ability to work independently and as part of a team.
Customer service orientation, with experience in customer-facing roles.
Experience with various software tools including help desk software, screen-sharing tools, and customer service tools.