Technical Solutions Consultant

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

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


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