Technical Support (Remote)

Ltvplus Llc; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

Una empresa de soporte técnico busca un profesional para proporcionar asistencia a clientes a través de chat y asegurar la resolución de problemas técnicos. Se requiere fluidez en español e inglés, así como experiencia en ciberseguridad y soporte técnico. Los candidatos deben tener un diploma de educación secundaria y se valoran certificaciones técnicas como A+ y Network+. El salario está en un rango de $45,000 a $50,000 al mes y el trabajo puede requerir horarios flexibles y atención al cliente en un entorno dinámico.

Formación

• Experiencia en ciberseguridad de 1 año requerida.
• Experiencia en soporte técnico de 1 año requerida.
• Ser capaz de trabajar de manera independiente en un entorno dinámico.

Responsabilidades

• Responder y abordar chats de soporte de los clientes.
• Tomar posesión de cada problema asignado y llevarlo a resolución.
• Asegurar que las necesidades de los clientes se cumplan informándoles sobre productos relevantes.

Conocimientos

Atención al cliente

Resolución de problemas

Pensamiento crítico

Inglés fluido

Español fluido

Educación

Diploma de escuela secundaria o equivalente

Certificaciones técnicas (A+, Network+, Security+)

Descripción del empleo

Descripción del trabajo

KEY TECHNICAL SKILLS, KNOWLEDGE and QUALIFICATIONS

• Minimum of high school diploma or equivalent required, post high school education preferred.
• Technical certifications including A+, Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications are highly desired.
• 6+ months customer service or sales experience required.
• Ability to work on multiple projects and tasks simultaneously in an efficient manner.
• Fluent in Spanish and English language both oral and written.

DUTIES and RESPONSIBILITIES

• Answer and address support chats from customers.
• Take ownership of each issue assigned and effectively bring it to resolution or escalation according to any and all approved workflows communicated by Technical Support Management.
• Ensure customer needs are met by ensuring customer awareness of relevant ESET products and services when appropriate.
• Provide remote troubleshooting using BeyondTrust or ESET client-of-choice.
• Ensure complete resolution of issue(s) in order to prevent customers having to contact us again.
• Effectively troubleshoot, resolve and properly document support chats and cases.
• Effectively execute transactions for paid services.
• Work closely with other departments to resolve outstanding issues.
• Assist in documenting solutions for our Knowledgebase for training and information purposes.
• Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.
• Project a positive attitude and be a mentor for other employees.
• Maintain a favorable image of ESET when interfacing with outside sources.
• Accurately record and submit timesheets and paid time off requests.
• Accurately track, log and otherwise tag support requests using the approved CRM, and/or other management-approved tools.

GOALS and OBJECTIVES

• Maintain the highest level of quality by resolving issues with the correct info in a timely manner.
• Accurately identify and convert customers for ESET Home Advisors.
• Strive to resolve customer issues with one-chat resolution.
• Meet and exceed biannual goals set forth by Technical Support Management.

KEY SUCCESS FACTORS

• Ability to work independently, with little supervision in a fast-paced environment.
• Customer-centric demeanor.
• Critical thinking, problem-solving, and research skills are a must.
• Must be able to adapt to every type of customer regardless of the computer skills they possess.

PERFORMANCE MEASURES

• Must pass case and chat quality goals.
• Must meet call/chat handling goals such as wrap-up, talk time, first contact resolution, and other stats.
• Meet or exceed goals for customer satisfaction based on customer satisfaction surveys.
• Must maintain team ownership requirements.
• Must be able to adhere to assigned schedule.
• Attend and participate in scheduled team meetings.

JOB FIT (required)

• Must be available to work days, evenings, weekends, and holidays - as needed - to meet the demands of the department and our customers.
• Must have the flexibility to work overtime on short notice - as requested - by the management team.
• Must have a history of good attendance.

Salary: $45,****** - $50,****** per month

Experience

• Cybersecurity: 1 year (required)
• Technical Support: 1 year (required)

Language

• Spanish (required)