Technical Support Engineer 1

The Technical Support Technician main responsibility is to provide extraordinary phone and email technical support to remotely resolve incidents achieving high levels of customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITES include the following. Other duties may be assigned.

• Answer phone calls with an active listening spirit
• Respond or create a support request in the ticketing system
• Prioritization of issues according to established SLA
• Diagnose and troubleshoot the issue following knowledge base materials
• Follow up on alerts received from the monitoring system and proactively communicate to customers to solve the issue
• Follow the escalation procedures diligently to guarantee customer satisfaction
• Create Knowledge base articles based on solutions provided
• Learn new and existing technologies to support the customer base

Main Goals

• High Customer Satisfaction.
• Minimize customer downtime.
• Compliance with SLAs

Performance Traits:

• Must be a self-starter with the ability to follow up on incidents with a high sense of urgency
• Must have the ability to empathize with customers and convey confidence, displaying have superb listening skills, and verbal and written communication skills
• Must have demonstrated expertise in improving and managing Technical Support processes and methodologies.
• Must have the ability to work efficiently and effectively under stress and within tight deadlines.
• Must have exceptional organizational, time management and multi-tasking skills.

Education and Experience

Computer Knowledge: Advanced

Education:

Able to read, write and understand oral English and Spanish.Bachelor’s Degree or equivalent experience

Certificates / Licenses:

CNA, A+ N+

Knowledge / Experience:

Linux, Microsoft OS trouble shooting, IT equipment assessment and usage, Network configuration and set up (VPN, Routing, Etc), remote access tools, troubleshooting hardware and software

Personal Competences:

High Customer Focus.

Operational Excellence

Problem resolution

Assertive Communication.

Highly organized and able to Multi-task.

Years of Experience:

2+ years demonstrated success in support organizations

Type of Experience:

This position requires polished customer service skills, the ability to manage multiple simultaneous and diverse technology issues to resolution, with minimal supervision and an unbeatable sense of urgency.

Job Type: Full-time

Job Location:

• Miami, FL

Required education:

• Associate

Required experience:

• Customer Service: 2 years
• Technical Support: 2 years

Required languages:

• English
• Spanish

Required license or certification:

• Drivers