IT Support Representative - 16127043707
Support Shepherd, Brazil
Job Description
Fully remote, Only for LATAM
Position: IT Support Representative
Working Hours: PST
Holidays: US Holidays Off
Salary Range: 1300 - 2500 USD
Type of Contract:Independent Contractor
Support Shepherd, is a headhunter agency hiring talented people across LATAM for international clients!
About the Company
Our client specializes in providing cost-effective managed technology support services for small businesses. With over 20 years of experience, they offer around-the-clock monitoring of critical systems, help desk support, and virtual CIO services. Additionally, they provide VOIP phone systems to reduce communication costs. The focus is on minimizing downtime and overall technology expenses for businesses. The client builds long-term partnerships, collaborating with businesses to develop scalable IT infrastructure solutions as they grow.
Scope of the Role
As an IT Support Specialist, you'll be the primary point of contact for technical assistance, providing support to both internal and external stakeholders through channels like phone, email, and live chat. Your responsibilities include addressing hardware, software, and application-related issues, actively monitoring communication channels, and proposing timely solutions. You'll play a crucial role in escalating and managing complex technical requests, collaborating with teams to develop self-help resources, and contributing to process improvement initiatives. Your impact will be key to enhancing customer satisfaction, streamlining support operations, and fostering a collaborative work environment.
Duties and responsibilities:
- Offer technical assistance to internal team members and external customers, addressing hardware, software, and application-related diagnostics and issues.
- Provide support across various channels, including phone, email, and live chat
- Serve as the primary point of contact for all inbound messages, ensuring reliable and efficient support to both B2B and B2C customers.
- Monitor and analyze communication channels, leveraging knowledge base articles to propose suitable solutions promptly.
- Develop a comprehensive understanding of customer pain points to facilitate clear and concise communication, ensuring effective transfer of information.
- Identify and assess requests that require escalation, directing highly technical issues to the appropriate departments for further assistance.
- Collaborate closely with the Customer Success and Knowledge teams to contribute to the development of self-help resources.
- Work towards reducing the volume of incoming support requests through the creation of comprehensive self-help materials.
- Actively participate in the development of new processes, ensuring efficient and streamlined support operations.
- Provide support to different departments as needed, contributing to a cross-functional and collaborative work environment.
- Stay informed about the latest technological advancements and industry best practices.
- Contribute to continuous improvement initiatives within the support function.
- Maintain accurate and detailed documentation of support interactions, solutions provided, and escalation processes.
- Prioritize customer satisfaction by delivering high-quality, timely, and effective support.
Requirements
- 3+ years of relevant experience in the field, demonstrating a proven track record in technical support. (Must Have)
- C1 English level, with excellent verbal and written communication skills. (Must Have)
- Ability to effectively present complex information to stakeholders.
- Technical qualification and experience working with Windows PCs and Servers (Must Have)
- Hands-on experience administering ipv4 networks and Lan/Wan Routing (fixed and wireless networks (LAN, WLAN, WAN)) (Must Have)
- General knowledge and experience with networking and security. (Desired)
- Familiarity with tools such as Intercom, Zendesk, Jira, and Slack is desired. (Desired)
- Proficient in handling customer inquiries through live chat.
- Experience in resolving technical issues efficiently.
- Demonstrates a quick learning ability, adapting to new technologies and processes effectively.
- Excellent communication skills, both verbal and written.
- Ability to translate complex technical information into easily understandable content for end-users.
Only CVs in English will be considered to participate in the process