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We seek a dedicated Tier 1 Support Technician who delivers exceptional support experience. As a vital team member, you'll possess creativity, self-drive, problem-solving prowess, customer empathy, and an acute attention to detail.

Key Responsibilities:

• Provide essential support to voice and data customers, ensuring prompt and effective service delivery.
• Assist in diagnosing and resolving basic wireline and wireless service issues by collaborating with internal and external resources.
• Document all support activities accurately within the ticketing system.
• Ensure clear and concise communication for all interactions with vendors and customers within the ticketing system.
• Assisted in coordinating remote field engineer dispatches and provided support during on-site visits.
• Assist in managing tickets within Tier 1 queues, adhering to established processes and SLAs/SLOs.
• Learn and apply coaching received from Tier 2 technicians to enhance proficiency.
• Escalate issues to Tier 2 as required and assist in resolution efforts.
• Monitor network devices and customer equipment for basic alarms and outages.
• Support change requests and assist in troubleshooting customer configurations under supervision.
• Participate in providing basic remote training sessions for customers.
• Identify potential issues and assist in suggesting suitable solutions.
• Prioritize tasks effectively and demonstrate attention to detail in day-to-day responsibilities.
• Collaborate in the rotating on-call schedule to provide continuous support.
• Learn and familiarize oneself with all essential Globalgig systems and processes necessary for customer service.
• Engage in learning technical systems and solutions.
• Assist in identifying opportunities for process improvements or optimizations.
• Seek guidance and support from senior team members as needed.
• Actively engage in knowledge-sharing activities to enhance understanding and skills.

Requirements

• Basic understanding of networking principles or relevant certifications.
• Prior experience in a customer service or technical support role is beneficial.
• Familiarity with ticketing systems is advantageous.
• Strong communication skills, both written and verbal.
• Certified Cisco Network Associate (CCNA) or equivalent experience.
• Associate preferred – Computer Science, Networking, Information Technology, or Electronics/Engineering focus.
• 1-3 years of working knowledge of Data networking and customer support in Tier II or Tier III.

Apply here: https://jobs.interspeedia.com/jobs/47632.13.62285

Tipo de puesto: Tiempo completo

Sueldo: ₡610 000,00 - ₡660 000,00 al mes