Main Responsibilities:
oSuccessfully resolve technical issues (hardware and software) from incoming internal or external customers and partners.
oRespond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
oProactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
oReview and may resolve complex technical business issues.
oEffective case management and reporting with Knowledge Management System (KMS).
oComfortable managing technical issues as well as customer business impact and ability to blend and appreciate these aspects in communication with customer
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oDeliver internal training session (includes prep + delivery) which is aligned with business needs.
oArticulate clearly in writing and verbally.
oEngage team members for support as required to ensure internal or external business and end users/clients SLA demands are met.
oAbility to act as a team or project leader providing direction to team activities.
oAbility to drive, lead projects or support initiatives with a high data analytics component
Education and Experience Required:
oEngineering degree, or equivalent.
oExcellent written and spoken English
oPortuguese is a plus
Knowledge and Skills Required:
oExcellent communication skills
oExcellent analytical and problem solving skills
oSoftware and hardware knowledge of computing, storage and peripheral devices
oAdvanced proficiency with case management databases and tools
oSuperior customer service skills
oPhone and remote support experience. E-support experience, knowledge and resolution ability.
oAbility to solve and document solutions for usage of other technicians and customers
oAbility to mentor new agents
oAbility to lead resolution activities with escalated customers
oAbility to contribute to technical action plans
oProficiency with administering Microsoft Windows Operating systems