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Technical Support Specialist

hace 2 meses

Miguel Hidalgo, Ciudad de México Towers Watson A tiempo completo

The Technical Support Specialist will work in a fast-paced Service Center environment to handle technical issues. The Specialist will analyze, troubleshoot, and work to resolve technical issues, which include, but are not limited to: software, hardware, voice, data, and/or application-related issues. They will also work with other Engineers on the team to support other Service Center office locations and provide backup support. In addition, they will work with other team members in supporting and maintaining our contact management system and the related telecommunications that manage all forms of customer contact.

  • This position will not require significant travel.
  • The position will report to the Service Center Engineer Team Lead.

Key Responsibilities:

  • Respond to technology issues from service center team members and provide rapid response and recovery to assist CSRs with software/hardware problems.
  • Troubleshoot customer contact issues by interacting and problem-solving with Service Center Operations, Vendors, Telecom providers, IT, Data Center, and Network Operations.
  • Provide remote CSR onboarding support.
  • Troubleshoot system issues for call center technologies including CRM application, Workforce Management, IVR, web chat, and Knowledge Base.
  • Attend weekly meetings.
  • Available for after-hours support.
  • Commitment to quality and continuous improvement.

Requirements:

  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment.
  • Strong technical skills, including software and hardware troubleshooting.
  • Experience with call center technologies and CRM applications.