Description
We are seeking a bilingual (English/Spanish) Tech Support Specialist to join our team. As a Tech Support Specialist, you will be responsible for resolving technical issues from business customers using our enterprise desktop products and software, as well as escalations from our Tier 1 team.
Primary Job Responsibilities
- Troubleshoot software, connectivity, and hardware issues for customers via phone and email
- Resolve escalated support tickets from our Tier 1 support team
- Assist Tier 1 support team by providing guidance to resolve tickets without escalation
- Provide ad-hoc feedback about trends, new issues, and the voice of the customer
- In periods of low technical support volume, assist with related projects
Minimum Qualifications
- Minimum 3 years of experience in a technical support role, with at least 1 year providing remote support via phone
- Minimum 3 years providing support for Windows, Mac, Bluetooth, wireless, and USB products
- Minimum 2 years providing support for software used with hardware
- Experience providing support for IT/office users
- Fluent English and Spanish
Helpful Knowledge and Skills
- Experience quickly learning how to troubleshoot new technologies and communicate them to others
- Strong knowledge of USB, wireless, and Bluetooth technologies
- Experience with Salesforce/Oracle/Zendesk support ticketing systems
- Knowledge of common IT office equipment, technology, standards, and technology
- Excellent communication skills
- Strong and verifiable knowledge of customer care processes and techniques
- Experience in QA and SQA testing
- Experience in Confluence/Asana and other knowledge management systems
Education
- 4-year degree or equivalent experience
We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones.