Trilingual technical support agent ii

Descripción general

Objective:
To efficiently provide high quality and accurate resolutions to customers under stipulated policies and procedures, by offering world class customer support via phone or mail.

Requisitos para aplicar

Requirements
• Fluent in verbal and written English and Portuguese, High Proficiency level (85 or above). (Must)
• Schedule Flexibility.
• University degree in computer engineer, systems engineer or related (desired).
• PC building completed or Technical support knowledge, experience on PC maintenance (Must).
• CompTIA A+ (901 / 902) certification (Desired)
• Experience on hardware and software troubleshooting
• Advance Knowledge of PC Architectures (Must)
• Knowledge of RAID technology (Desired)
• Internet tools (Browsers, FTP, cloud services, etc.)
• Networking configurations and troubleshooting – (server hardware configuration, DHCP, router configurations, DNS, SMTP, etc.)
• Working knowledge of computer architecture - memory (DDR, DDR2, DDR3, DDR4, DDR5), processors, serial ports, parallel ports, IDE/SATA/SAS/AHCI, etc. configurations, USB, UEFI, BIOS configuration, I/O ports
• Graphics troubleshooting and configuration
• Storage (Magnetic / SSD) technologies
• Virtualization knowledge - VMWARE Certification (Desired)
• Prior Customer Service experience (Desire)
• Sells knowledge, power talking skills (Desire)
• Ability to function in a team environment
• Adaptability to change
• Teamwork oriented
• Excellent Customer service skills
• Capability to assimilate a dynamic environment
• Capable of working and reach results under pressure
• Stress management
• Maintenance of confidentiality of information
• Ability to talk and type during a call
• Proactive

Responsibilities:
• To listen and respond to customer inquiries on the telephone, through on-line networks, Email, chat, Social Media, Forums, etc.
• To develop areas of expertise that include a detailed understanding of an application's work-flow and programming.
• To maintain adequate technical proficiency in products and platforms assigned
• To communicate with team manager, SMEs, team members and other teams regarding problems, solutions and trends