Technical Support Specialist

hace 2 semanas


Gustavo Adolfo Madero, Ciudad de México Alia Integrando Talento A tiempo completo
Job Description

Job Title: Technical Support Specialist

Job Type: Full-time

Location: Mexico City

About Us: Alia Integrando Talento is a leading provider of technical support services, dedicated to delivering exceptional customer experiences.

Job Summary: We are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing top-tier technical support to our customers, resolving complex issues, and delivering high-level customer satisfaction.

Key Responsibilities:

  • Provide Technical Support: Deliver exceptional technical support to customers via phone, email, and/or shared screen sessions.
  • Resolve Complex Issues: Analyze and resolve complex technical issues, applying advanced troubleshooting techniques and collaborating with internal teams as needed.
  • Document and Update Knowledgebase: Update and document the details of issues, steps taken to resolve them, follow-up conversations, escalations, and resolution in our case management system.
  • Collaborate with Teams: Work collaboratively with internal teams, including Engineering, Sales, and Customer Success, to resolve customer issues and improve customer experience.
  • Participate in On-Call Roster: Participate in the on-call roster as necessary, to provide support coverage outside of standard business hours and be available after-hours for emergencies.
  • Manage Customer Escalations: Manage customer escalations and drive issues to completion while keeping involved parties informed.

Requirements:

  • Education: Bachelor's degree in Computer Science, Computer Technology, or related technical discipline.
  • Language: Advanced or Fluent in English (verbal and written).
  • Experience: Minimum 3-5 years of technical support experience in Networking or Cloud support.
  • Skills: Solid knowledge of TCP/IP, OSI networking model, and excellent problem-solving and multitasking skills.

What We Offer: We offer a comprehensive and competitive total compensation and benefits package, and a collaborative work environment.


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