Technical Support

hace 7 días

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**: $45,000.00 - $50,000.00 per month

**Experience**:

- Cybersecurity: 1 year (required)
- Technical Support: 1 year (required)

**Language**:

- Spanish (required)

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