Technical Support Specialist

hace 2 semanas

Madrid, España TASQ Staffing Solutions A tiempo completo

We are Looking for a Technical Support Specialist L1 or L2.

Location: Shaw Blvd. Mandaluyong

Work Set-up: onsite/Shifting.

Job Description:

  • Provide first class customer service/support via telephone, email, chat, and any future

channel

  • Conduct preliminary investigation: replicate, validate, and troubleshoot issues/tickets raised by customers
  • Triage inbound customer communications, monitor priority of tickets assigned to the queue, and process and escalate tickets accordingly
  • Communicate proactively with customers using clear, professional, and effective communication
  • Leverage all approved internal knowledge base to deliver up to date service to our customers
  • Partner with Business Analysts to improve the customer experience through product design enhancements after software updates/upgrades are released
  • Provide remote support of related hardware components including integrated card readers, POS terminals, self-service Kiosks and associated peripherals
  • Ticket ownership including ticket creation, update, escalation and escalation notes, solution, and closure
  • Create, document, and share technical procedures and knowledgebase articles for the overall improvement of the department's competencies
  • Responsible for self-developing skills and technical knowledge on new and existing products and features
  • Monitor customers' system proactively to identify and solve issues
  • Comply with confidentiality and license agreements
  • Remain knowledgeable of customer and partner relationshipsQualifications:
  • Bachelor's Degree in IT or any related Courses.
  • Description of Foundation: Demonstrates a basic knowledge and understanding of ownprofession sufficient to handle standard/routine work; follows standard methodologies andprocedures; has the basic technical skills required for day-to-day work.
  • Foundation level in customer service and in communicating both written and verbal
  • Foundation level in communicating technical concepts to both technical and nontechnical customers
  • Foundation level in building strong relationships with customers and with team members
  • Foundation level in balancing time among multiple activities o Solving customer enquiries or Depending upon the region, perform the same Key Responsibilities as described in the Installation Specialists Job Description
  • Foundation level in managing time effectively to meet deadlines
  • Foundation level in troubleshooting, problem solving, and critical thinking skills
  • Foundation level in internal and external conflict resolution and negotiation skills
  • Foundation level in understanding and working with Windows OS, SQL, networking, TCP/IP, .NET, and PCI Compliancy requirements
  • Continuous improvement mindset and preparedness for new approaches and solutions to enhance the Customer Support process
  • Demonstrate good judgement using facts and analytics
  • Highly organized and efficient with strong attention to detail
  • Foundation level in understanding and learning complex technical topics quickly
  • Self-motivated with a passion for customer service and IT and the ability to learn and adapt to new technologies
  • Foundation level in handling customers with patience, tact, and empathy
  • Basic level with SQL database queries

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