Jr. Advisor l, Tech Support

Candidate Profile

B2 English Level

Graduate or undergraduate engineering student, Technical Knowledge

Customer Support

Relevant technical expertise related to program (i.e. hardware, software)

Working knowledge of client technical systems

Courteous with strong customer service orientation

Ability to effectively communicate, both written and verbally

Ability to learn, including strong problem-solving skills

Dependable with proficient attention to detail

Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

Ability to work as a team member, as well as independently with minimal supervision

Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

Essential Functions/Core Responsibilities

Assist external users of the clients technical products or services; identify, investigate, research and provide resolution to user questions and problems

Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products

Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed

Solve problems that are generally unstructured and require extensive use of conceptual thinking skills

Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs)

Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

Clarify customer requirements; probe for understanding

Prepare complete and accurate work including appropriately notating accounts as required

Participate in activities designed to improve customer satisfaction and business performance

Requerimientos

• Educación mínima: Bachillerato / Educación Media
• años de experiencia
• Idiomas: Inglés