SYKES is now part of Sitel Group®. Visit www.sitel.com for more information.

Wireless Technical Support Tier 1

Objective

Passionate about wireless technologies? In this position you will address product features and function problems and get to troubleshoot and resolve hardware, software and performance issues!

Hard skills
  • Advanced English Speaker. Fluent in verbal and written English. High Proficiency level (85 %>) (must).
  • CCNA completed.
  • Basic to Mid knowledge in networking technologies like LAN, MAN, WAN, and peripheral devices.
  • Basic understanding of wireless technology.
  • Basic to Mid knowledge of routers, switches, hubs, fiber optics, and other technical stuff used in establishing networks.
  • Basic understanding of cloud-based software technologies, firewall, virus protection software systems.
Soft skills
  • Aptitude for high-tech products and services.
  • Interest in telecommunication products and networks.
  • Demonstrates the behaviors that support customer satisfaction.
Responsibilities
  • Assist customers by handling incoming calls, emails, social media posts, and survey responses concerning hardware, software, and performance issues with current and legacy products. Handle issues associated with customer orders, subscription, limited warranty, and services.
  • Research, diagnose, troubleshoot, and identify solutions to resolve basic customer issues and complaints related to the product, network, or Wi-Fi performance.
  • Escalate complex problems to an appropriate staff member or department.
  • Identify common issues by reviewing network logs.
  • Follow case management and customer record guidelines.
Benefits
  • Work from Home.
  • Private Insurance.
  • Tech Academy.

Explore the benefits we have for you!


Our collaborators can enjoy many great benefits.

Flexible schedules

Our teams have schedules that adapt to your needs. Rest assured that we have the right one for you, even if you are studying.

Development

We think about your professional growth, so at SYKES we have specific career plans to develop your skills day by day.

Compensation and benefits

Our collaborators can take advantage of discounts and agreements in universities, restaurants, among others.

Sykes Enterprises, Incorporated is a leading provider of multichannel demand generation and customer engagement services for Global 2000 companies and their end customers. SYKES’ differentiated full lifecycle solutions and services — digital marketing, sales expertise, customer service, technical support and more through multichannel delivery platforms — effectively engage customers at every touchpoint of the customer journey. Our complete service offering helps clients acquire, retain and increase the lifetime value of their customer relationships through cost-effective solutions that enhance the customer service experience, promote stronger brand loyalty, and foster high levels of performance and profitability.