Technical Support Agent

Objective

    To efficiently provide high quality and accurate resolutions to customers under stipulated policies and procedures, by offering world class customer support via phone or mail.

    Responsibilities

    • To listen and respond to customer inquiries on the telephone, through on-line networks, Email, chat, Social Media, Forums, etc.
    • To develop areas of expertise that includes a detailed understanding of an application's work-flow and programming.
    • To maintain adequate technical proficiency in products and platforms assigned.
    • To communicate with team manager, SMEs, team members and other teams regarding problems, solutions and trends.
    • To keep and update pertinent paperwork and records through data entry.
    • To meet established individual and team performance targets, which include customer service, productivity and quality standards.
    • To keep all equipment and tools under his/her responsibility in excellent conditions.
    • To keep account information confidential and protect it from unauthorized use.
    • To follow up on the customer's issue until it is solved.
    • To perform any other tasks, duties, or services requested by his/her immediate superior.
Trilingual Technical Support Specialist

Requirements

  • Fluent in verbal and written English, High Proficiency level (85 %>) (must).
  • Full Schedule Flexibility (must).
  • Technical support experience on PC maintenance (must).
  • Advanced Knowledge of PC Architectures (must).
  • Knowledge of RAID technology (must).
  • Windows Server 2008/ 2012, Windows 8*, Windows 10*, Linux and Android OSs (must).
  • lCompTIA A+ (901 / 902) (must).
  • A+, CWNA, CCNA, CNE or MCSE (desired).
  • University degree in Computer Science, Systems Engineering or related (desired).
  • Experience on hardware and software troubleshooting (desired).
  • Familiarity with Intel Architecture and associated technologies.
  • Extreme Customer Empathy/Orientation.
  • Strong detail orientation to ensure high quality of published content.
  • Ability to clearly follow documented processes/policies.
  • Ability to apply judgment and prioritize workload when handling multiple customer issues.
  • Commitment to meet clearly defined goals / deadline.
  • Very strong written communication skills as the majority of work will be written responded in email and/or community forum.
  • Ability to maintain strict confidentiality of customer records/profile information.
  • Working knowledge of Unix/Linux desired and android knowledge (mid).
  • Proven ability to use Microsoft Office products.
  • Experience supporting web-based customer portals (i.e. know how to troubleshoot browser settings, timeouts, communication issues, FireFox, Chrome, Internet Explorer, etc.).
  • Ability to replicate customer issues with provided software and clearly communicates steps to duplicate in case escalations.
  • Basic understanding of networking concepts, firewall, router configuration.
  • Understanding of virtualization technology, concepts and applications.
  • Willingness to identify important customer issues/trends and retain accountability to the customer until solved.
  • Operating system (Linux SuSe, CentOS, RHEL, Ubuntu, Windows 2016, 12, 08 and client OS Windows 10, 8 and 7). Experience performing administrative operations and troubleshooting of system issues. Ability to extract system logs for troubleshooting.
  • Storage knowledge (SAN, RAID Configuration LSI / HP Controllers etc) is desired.
  • SATA, PCI Express, storage and related computing experience.
  • Understanding of data center including HW, BIOS.
  • Drivers and installation of sub-system components.
  • Working with storage systems, or other complex system products.
  • Knowledge with HDD/SSD systems/protocols and/or SATA/PCIe (NVMe). Form Factors U.2, AIC, M.2, and SATA.
  • Prior Customer Service experience (desired).
  • Sells knowledge, power talking skills (desired).
  • Ability to function in a team environment.
  • Adaptability to change.
  • Teamwork oriented.
  • Excellent Customer service skills.
  • Capability to assimilate a dynamic environment.
  • Capable of working and reach results under pressure.
  • Stress management.
  • Maintenance of confidentiality of information.
  • Ability to talk and type during a call.
  • Proactive.

Competitive salary based on experience and skills.

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