Job Description Position Summary Ensure solution driven technical support by using troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus. General Job Responsibilities Working with customers/employees to identify problems and advising on the solution over the phone, emails, and chat. Logging and keeping records of customer/employee queries. Customer Request, failure or complaint Log in (via all communication channel). In case of escalation create & forward ticket to level 2 Give answers to known post/presales technical issues. Process online Chat Process remote Support Escalate serious complaints according to the established complaint process. Solve or forward configuration and application questions. Collect log files & configuration files & data bases. Forward non post sales Tech Support issue to related department. Active contribution for product improvement Perform other functions related to the position. Qualifications Minimum High school diploma Studies/knowledge in networking is a must Technical background Customer service & tech support skills Advanced Operating Systems & knowledge in Windows storage - or similar experience Cisco modules knowledge is a plus. At least 1 year of experience in Technical Support Centers. Experience in technical support by telephone, chat and email. Experience in a critical real-time environment Experience in network fundamental knowledge IP products Assertive communication and empathy.
Excellent oral and written communication skills. Multi-tasking. Ability to work collaboratively in a team environment. English level B2+/C1 Additional Information Bosch Service Solutions Costa Rica (@boschcostarica) • Instagram photos and videos