Customer Technical Support - Heredia

Job Description:
Customer support for LaserJet and Inkjet technologies. English support for North American customers (end-users and partners). Support for end-enterprise customers with DMPS contracts. Delivery of tasks of a highly complex nature requiring a high degree of independent judgment, initiative, and application of processes learned during training. Management and searching for the correct resources and processes to handle the most unique situations.

General Profile:

-Work independently while using established processes and logical troubleshooting to address customer issues.
-Successfully resolve certain printer issues where deep technical knowledge is not required.
-Answer service, product, contract, and other questions available in the system.
-Proactively help customers prevent or reduce the occurrence of issues: First Time Fix.
-Follow up on created cases to ensure customer satisfaction and confirm problem resolution that will generate promoters.
-Documentation of the reported issue, troubleshooting steps, solution, and all necessary details for a complete and robust customer experience and potential case analysis.
-Utilize the knowledge base, tools, documents, and resources for all related support activities.
-Actively participate in training (learning and nesting phases) by engaging, arriving on time, and avoiding distractors.
-Comply with all processes, steps, and documentation related to case dispatch and parts recommendation.
-Schedule flexibility to adjust to business requirements.
-Comply with inquiry-escalation processes.

Academic Profile:

-Completed High School Diploma (Bachillerato en Educación Media).
-Technical High School Diploma.
-C1 English proficiency.

Work Experience Profile:

-1-2 year in similar jobs.
-Call Center.
-Bilingual Tech Customer Service.

Skills:

-Customer Care and IT knowledge.
-Empathetic.
-Active and effective communication.
-Ability to communicate assertively (capable of receiving and sending feedback).
-Positive and growth mindset.
-Adaptable to embrace change.-Requerimientos- Educación mínima: Bachillerato / Educación Media
2 años de experiencia
Idiomas: Inglés
Conocimientos: Análisis de fallas, Impresión, Inglés, Soporte técnico, Resolución de problemas del cliente, Asistencia técnica
Palabras clave: apoyo, support, soporte