Technical Support Agent Tier 1 Portuguese/ English

Job Category :

Colombia
Posted 4 months ago

Job title: Technical Support Agent Tier 1 Portuguese/ English.

Work Location: Barranquilla, Colombia On-site  

Qualification: High School Diploma

No of openings: 1

Roles and Responsibilities:

  • Communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records in our case tracking system.
  • Maintain ownership of tasks given and should drive other teams as needed.
  • Accountable for the tasks and ensure that its completed diligently.
  • Analysing/documenting problems, recommending solutions, & highlighting issues to the leadership team
  • Enthusiastic to work in challenging environment
  • Organize ideas and communicate oral messages appropriate to listeners and situations
  • Adhere to process and policies, should demonstrate CSS Corp values
  • Team player and should act as a role model to the team
  • Should be sharing the Daily reports before logout
  • Problem-solving skills and ability to navigate challenging situations in a professional manner.
  • Experience providing direct support to external customers by phone, electronically.
  • Understand on Storage components and infrastructure
  • Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally.
  • College Degree – Preferred should have basic knowledge on storage
  • Should have worked in an Enterprise environment
  • Able to apply non-linear thinking to problem-solving.
  • Ability to call customers and resolve issues
  • Should be adhering to the built in SOPS
  • Should ensure that the cases and emails are handled within the shift duration without backlog.

Required Skills:

  • Problem-solving skills and ability to navigate challenging situations in a professional manner.
  • Experience providing direct support to external customers by phone, electronically.
  • Basic understanding of Storage concepts and HNAS Systems. Understand on Storage components and infrastructure.
  • Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally
  • Desired – understanding of Basic Network Architecture (e.g. Active Directory, DHCP, Load Balancer, Firewall, VPN, Domain Controller configurations)
  • Bachelor’s degree in computer science (preferred) or any degree
  • Customer focussed.
  • Proactive, with the ability to work on his/her own initiative.
  • Willingness to work in international time zones.
  • Time Management.
  • Experience providing direct support to external customers by phone, electronically.
  • Problem-solving skills and ability to navigate challenging situations in a professional manner
  • Communicate clearly and precisely with customers as well as stake holders in written and verbal form, and maintain accurate and timely records in our case tracking system
  • Meet individual case management Service Level and metrics.
  • Maintain ownership of cases and ensure to follow the process of routings
  • Typing speed minimum – 40wpm
  • Advance English.
  • Intermediate Portuguese.

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Job Level1- 5 Years

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