Soporte Técnico ES

Concentrix - CA; Lima Metropolitana; Presencial; PEN 10,000 - 35,000; Jornada completa

Descripción de la vacante

Una empresa de soporte técnico busca un Asesor I, Soporte Técnico para responder consultas relacionadas con productos técnicos. Se requiere un título de asociado en una disciplina técnica, así como habilidades de resolución de problemas y atención al cliente. El puesto implica trabajar con usuarios y solucionar problemas de hardware y software. Ofrecemos un entorno dinámico y la oportunidad de crecer profesionalmente.

Formación

• Experiencia técnica de seis años preferible.
• Certificaciones técnicas relevantes son valoradas.
• Conocimiento sobre hardware, software y redes.

Responsabilidades

• Asistir a usuarios externos de productos técnicos.
• Solucionar problemas técnicos básicos y rutinarios.
• Greet customers in a courteous, friendly, and professional manner.

Conocimientos

Orientación al cliente

Capacidad de resolución de problemas

Comunicación efectiva

Educación

Título de Asociado en una disciplina técnica relacionada

Descripción del empleo

Overview

Job Title: Soporte Técnico ES

The Advisor I, Technical Support responds to basic and routine inquiries of a technical nature including hardware/software, or other designated client products. This position assists external users of the client's technical products or services by answering questions and solving problems involved in their use.

Essential Functions / Core Responsibilities

• Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
• Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
• Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
• Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Clarify customer requirements; probe for understanding
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance

Candidate Profile / Qualifications

• Associate’s Degree in related technical discipline with six years of related technical experience preferred
• Achieve and maintain recognized and applicable technical certification(s)
• Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair)
• Working knowledge of client technical systems
• Courteous with strong customer service orientation
• Ability to effectively communicate, both written and verbally
• Ability to learn including strong problem solving skills
• Dependable with proficient attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Ability to work as a team member, as well as independently with minimal supervision
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Able to rotate shifts, as needed
• Based on location and/or program, additional experience/skills may be required
• *Job requirements may vary by country and will not contravene any local laws

Career Framework Role

Has program required basic skillset to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.

Supplemental Geographical Information

RECRUITER ENTER THE APPLICABLE LANGUAGE:

GERMANY - This job description does not apply to employees in Germany.

UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION

PHILIPPINES

• Minimum of two years of college education in related technical discipline. No prior call center experience is required
• Ability to think clearly and can explain simple issues effectively, both written and verbally
• Ability to resolve basic to moderate technical issues

INDIA

• Ability to effectively communicate, both written and verbally
• Listen attentively to customer needs and concerns; demonstrate empathy
• Clarify customer requirements; probe for and confirm understanding of requirements or problem
• Confirm customer understanding of the solution and provide additional customer education as needed
• Ability to learn including strong problem solving skills
• Demonstrate strong probing and problem solving skills
• Should be able to handle complex queries
• Should be able to resolve customer queries independently

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location

PER Lima - Marcos Farfan 3346, Independencia

Language Requirements

Spanish (Required)

Time Type

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