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

Wireless Technical Support Tier 1

Objective

To provide support to consumers, agents, service providers who contact the company by phone, email or chat. The technical support Engineer addresses product features and function issues for current and legacy product lines. Troubleshoots and resolves hardware, software and performance issues. Support operational policies and procedures that facilitate the attainment of departmental and organizational goals.

Hard skills
  • Advanced English Speaker. English Level 85% or above (must).
  • Minimum of 3 Cisco Modules V7 completed (must).
  • CompTIA A+ or CompTIA Network+ certification (desired)
  • Previous Technical Experience
Soft skills
  • Basic understanding of wireless technologies
  • Basic operating and troubleshooting knowledge
  • Basic troubleshooting skills Basic understanding of data communication
Responsibilities
  • Provide customer support with recommended troubleshooting steps for technical issues, keep track of unresolved issues, and take ownership of customer issues until they’re fully resolved.
  • Testing to reproduce issues presented by customers and service providers.
  • Support customers to help them gain a good understanding of the technical issues and the paths towards resolution.
  • Provide both strategic and day-to-day technical expertise and support.
  • Perform network analysis for offline, frequent and failed optimization report.
  • Attending triage meetings for technical understanding of product releases and ISP product launch.
Benefits
  • Educational reimbursement
  • Compensation and benefits
  • Medical Service
  • Referral bonus
  • Wellness Program

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.