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hace 4 semanas

Mexicali, México Ltvplus Llc A tiempo completo

**KEY TECHNICAL SKILLS, KNOWLEDGE and QUALIFICATIONS**:- Minimum of high school diploma or equivalent required, post high school education preferred.- Technical certifications including A+, Network+, Security+ or Microsoft Desktop Support Engineer/Microsoft Certified Professional (MCP) certifications are highly desired.- 6+ months customer service or sales experience required.- Ability to work on multiple projects and tasks simultaneously in an efficient manner.- Fluent in Spanish and English language both oral and written.**DUTIES and RESPONSIBILITIES**:- Answer and address support chats from customers.- Take ownership of each issue assigned and effectively bring it to resolution or escalation according to any and all approved workflows communicated by Technical Support Management.- Ensure customer needs are met by ensuring customer awareness of relevant ESET products and services when appropriate.- Provide remote troubleshooting using BeyondTrust or ESET client-of-choice.- Ensure complete resolution of issue(s) in order to prevent customers having to contact us again.- Effectively troubleshoot, resolve and properly document support chats and cases.- Effectively execute transactions for paid services.- Work closely with other departments to resolve outstanding issues.- Assist in documenting solutions for our Knowledgebase for training and information purposes.- Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.- Project a positive attitude and be a mentor for other employees.- Maintain a favorable image of ESET when interfacing with outside sources.- Accurately record and submit timesheets and paid time off requests.- Accurately track, log and otherwise tag support requests using the approved CRM, and/or other management-approved tools.**GOALS and OBJECTIVES**:- Maintain the highest level of quality by resolving issues with the correct info in a timely manner.- Accurately identify and convert customers for ESET Home Advisors.- Strive to resolve customer issues with one-chat resolution.- Meet and exceed biannual goals set forth by Technical Support Management.**KEY SUCCESS FACTORS**:- Ability to work independently, with little supervision in a fast-paced environment.- Customer-centric demeanor.- Critical thinking, problem-solving, and research skills are a must.- Must be able to adapt to every type of customer regardless of the computer skills they possess.**PERFORMANCE MEASURES**:- Must pass case and chat quality goals.- Must meet call/chat handling goals such as wrap-up, talk time, first contact resolution, and other stats.- Meet or exceed goals for customer satisfaction based on customer satisfaction surveys.- Must maintain team ownership requirements.- Must be able to adhere to assigned schedule.- Attend and participate in scheduled team meetings.**JOB FIT (required)**:- Must be available to work days, evenings, weekends, and holidays - as needed - to meet the demands of the department and our customers.- Must have the flexibility to work overtime on short notice - as requested - by the management team.- Must have a history of good attendance.**Salary**: $17,****** - $22,****** per month**Experience**:- Cybersecurity: 1 year (required)- Technical Support: 1 year (required)**Language**:- Spanish (required)- English (required)

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