Remote Technical Customer Support
Descripción del trabajo:
Will provide support to customers, field engineers and business partners engineers for escalated issues. There is a strong focus on solving issues in a timely and efficient manner, resulting in first call resolution and a high level of customer satisfaction. Close liaison with the Next Level Technical Escalation team, engineering groups and in country technical support staff is the norm. The role calls for a highly motivated person with strong technical knowledge and excellent customer skills. Receive direct client contacts (phone, video chat, web portal, email), triage, and provide remote client assistance to solve the issue directly if possible. Talk to client and understand client problem, through any means of technology provided Use all available tools, Knowledge bases or any other resource available to resolve client-reported problems
At least 2 years of experience in Technical Support Specialist roles: Fluency in English (90%) Minimum of 6 months working in supporting electro-mechanical devices Skill and competency at providing professional phone support. Experienced at troubleshooting known/unknown technical queries Able to be self-aware and conscientious of meeting all personal, team, & organization metric targets. Able to maintain and project a helpful and courteous attitude in any circumstances. Nice to have: A good and detailed knowledge of the Xerographic process or ability to learn within 3 months. A good and detailed knowledge of Color Printing Theory or ability to learn within 3 months
Q7,650 per month plus bonuses for productivity Constant training and opportunity for growth and development Working hours from Monday to Friday Hybrid work mode (60% WFH) Life and medical insurance
Send your resume in English to hectorfernando.ramir@hcl.com
HCLTech Guatemala, wwwhcltech.com
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