Respond to customer through phone/ email /Chat inquiries w.r.t non-technical issues based on customer issue within the scope of technical support,
Hands-on experience working with ticketing tools and SLA governed environment.
Escalate issues (when required) to the appropriate channel.
Record, track, and document customer interaction in ticketing system.
Help Support delivery teams by working closely in getting the support cases assigned to support engineers as per the support plan of the customers and partners.
Identify and learn old and new software features supported by the organization Ability to establish proper course of action to ensure efficient completion of work within prescribed time limits.
Develop FAQ and Knowledge Base articles to aid in issue resolution.
Interact with various cross functional teams for quicker issueresolution.
Logical understanding of process workflow and able to adapt to new tools, if required.
Qualifications
Bachelor's Degree in Computer Science or a related field.
Excellent communication skills in both Spanish and English, both written and verbal, is a must.
Minimum of 2 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.