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Overview

Job Title : Soporte Técnico ES

The Advisor I, Technical Support responds to basic and routine inquiries of a technical nature including hardware / software, or other designated client products. This position assists external users of the client's technical products or services by answering questions and solving problems involved in their use.

Essential Functions / Core Responsibilities

• Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
• Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
• Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed
• Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Clarify customer requirements; probe for understanding
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance

Candidate Profile / Qualifications

Career Framework Role

Has program required basic skillset to perform routine tasks within simple processes but lacking program / product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.

Supplemental Geographical Information

RECRUITER ENTER THE APPLICABLE LANGUAGE :

GERMANY - This job description does not apply to employees in Germany.

UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION

PHILIPPINES

INDIA

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location

PER Lima - Marcos Farfan 3346, Independencia

Language Requirements

Spanish (Required)

Time Type

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