Bilingual Technical Support Specialist

Concentrix; Bogotá; Vor Ort; COP 24.000.000 - 42.000.000; Vollzeit

Zusammenfassung

Concentrix in Bogotá is seeking a Technical Support Specialist to assist users with technical products and services by identifying, investigating, troubleshooting, and resolving issues, while delivering an excellent customer experience.

The role emphasizes applying technical knowledge, clear communication, and problem-solving skills to support users effectively and meet KPIs in an on-site environment.

Qualifikationen

• Proficient in English (B2 or higher) with strong communication skills.
• Ability to troubleshoot and resolve technical issues effectively.
• Strong analytical and problem-solving abilities.
• Ability to work on-site full-time in Bogotá.

Aufgaben

• Assist users with technical products by identifying, investigating, researching, and resolving issues.
• Troubleshoot hardware, software, networking, and other designated products.
• Analyze technical problems, identify causes, and determine solutions.
• Escalate to the appropriate support level when needed.
• Ask questions to clarify user requirements and gain understanding of issues.
• Research and solve technical situations without predefined solutions.
• Document interactions, troubleshooting steps, and resolutions accurately.
• Meet established KPIs and quality standards.
• Work independently and with the team to improve customer satisfaction.

Kenntnisse

English (B2)

Problem-solving

Customer communication

Attention to detail

Multitasking

Teamwork

Technical interest

Ausbildung

High School Diploma or equivalent

Jobbeschreibung

The Technical Support Specialist is responsible for assisting users with technical products and services by identifying, investigating, troubleshooting, and resolving technical issues. This role focuses on providing an excellent customer experience while applying technical knowledge, logical thinking, and problem-solving skills to support users effectively.

You Will:

• Assist users with technical products or services by identifying, investigating, researching, and resolving questions and issues.
• Troubleshoot technical issues related to hardware, software, networking, and other designated products.
• Analyze technical problems, identify potential causes, and determine appropriate solutions.
• Follow the appropriate escalation path when additional technical support is required.
• Ask effective questions to clarify user requirements and gain a complete understanding of technical issues.
• Research and solve technical situations that may not have predefined solutions.
• Communicate with users in a courteous, clear, patient, and professional manner.
• Listen attentively to user needs and concerns while providing an excellent support experience.
• Accurately document interactions, troubleshooting steps, and resolutions.
• Meet established Key Performance Indicators (KPIs) and quality standards.
• Work independently and collaboratively with your team to improve customer satisfaction and business performance.

You Have:

• English Level B2 or higher.
• High School Diploma or equivalent.
• Strong interest in technology and general technical knowledge.
• Knowledge of computers, hardware, software, and basic technical troubleshooting.
• Strong problem-solving and logical thinking skills.
• Full availability to work on-site in Bogotá, Monday through Friday.
• Strong verbal and written communication skills.
• Ability to research, learn, and adapt to new technical concepts and products.
• Attention to detail and the ability to multitask effectively.
• Patience and the ability to remain professional when handling challenging technical situations.
• Ability to work independently as well as collaboratively within a team.
• Previous Technical Support, IT Support, Help Desk, or related technical experience is preferred but not required.
• Technical, technology, systems, engineering, or related studies are preferred but not required.
• Knowledge of networking, computer repair, programming, IP cameras, CCTV, or video surveillance systems is a plus.
• Technical knowledge acquired through courses, certifications, personal projects, or self-directed learning is also valued.