Remote Service Desk Tech- INTL Costa Rica- AOR

Lensa; Burlington (NJ); Remote; USD 40,000 - 60,000; Full time

Job summary

A leading company in IT services is seeking an International Remote Service Desk Employee to join their Asset Protection Technology group. This role involves providing technical support, managing service desk tickets, and ensuring data accuracy for payment systems. Ideal candidates will possess strong communication skills and technical expertise, thriving in a remote work environment.

Qualifications

• Proven experience in a service desk or technical support role, preferably in retail.
• Excellent verbal and written communication skills in English.
• Ability to work independently in a remote environment.

Responsibilities

• Diagnose and resolve technical issues related to service ticket requests.
• Provide timely solutions to client inquiries, improving ticket closing rate.
• Collaborate with internal teams to resolve complex technical issues.

Skills

Technical support

Communication

Customer service

Problem-solving

Remote support tools

Tools

ServiceNow

Ticketing systems

Genetec access control systems

Job description

Remote Service Desk Tech - INTL Costa Rica - AOR

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Job Description

One of our large retail clients' Asset Protection Technology group specializes in providing secure, automated payment solutions to support our global operations. They are dedicated to delivering exceptional service and innovative technology to their stores and internal teams.

Job Summary: We are seeking a dedicated and skilled International Remote Service Desk Employee to join our AP Technology group from Costa Rica. The ideal candidate will provide technical support, respond promptly to service desk tickets, and ensure accurate data entry to support our payment issuance systems, loss prevention tech, and access point protocols. This role requires excellent communication skills, technical expertise, and the ability to work independently in a remote environment.

Key Responsibilities:

1. Diagnose and resolve technical issues related to AP Technology's service ticket requests.
2. Provide timely and effective solutions to client inquiries and problems, improving ticket closing rate.
3. Monitor and track issues from initial report to resolution, ensuring client satisfaction.
4. Collaborate with internal teams to escalate and resolve complex technical issues as needed.
5. Maintain detailed records of client interactions and technical issues.
6. Assist in the development and implementation of support documentation and training materials.
7. Stay updated on industry trends and advancements in payment technology.

We are committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other protected characteristic. If you need assistance or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to the Human Resources Request Form here. The EEOC "Know Your Rights" Poster is available here. To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: here.

Qualifications

Skills and Requirements:

• Proven experience in a service desk or technical support role, preferably in the retail industry.
• Excellent verbal and written communication skills in English; proficiency in additional languages is a plus.
• Ability to work independently and manage time effectively in a remote work environment.
• Strong customer service orientation and problem-solving abilities.
• Familiarity with remote support tools and software (e.g., ticketing systems, ServiceNow, proprietary portals).
• Experience with handling service tickets related to Genetec access control systems is preferred.

We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other protected characteristic by law. If you need assistance or a reasonable accommodation due to a disability, please contact HR at [e-mail].

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting