Technical Subject Matter Expert (SME) (BB-5E3C7)

Encontrado en: Neuvoo CR


Essential Functions/Core Responsibilities 

  • • Assist external/internal users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems

    • Troubleshoot basic to complex customer issues that are technical in nature; including hardware, software, networking, or other designated client products

    • Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed

    • Solve problems that are generally unstructured and require extensive use of conceptual thinking skills

    • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

    • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

    • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

    • Prepare complete and accurate work including appropriately notating accounts as required

    • Satisfactory performance of any other related function or responsibility assigned by their superiors. They will be duly instructed during the induction training or through written communications, trainings or meetings


    • High School Diploma and two years of relevant experience preferred

    • Achieve and maintain recognized and applicable technical certification(s)

    • Relevant technical expertise related to program (i.e. hardware, software, networking, data storage, troubleshooting, repair and sales)

    • Advanced knowledge of client technical systems

    • Courteous with strong customer service orientation

    • Ability to effectively communicate, both written and verbally

    • Ability to learn including strong problem-solving skills

    • Dependable with proficient attention to detail

    • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

    • Ability to work as a team member, as well as independently with minimal supervision

    • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

    • Able to rotate shifts, as needed

    • Based on location and/or program, additional experience/skills may be required

    • More than 2 year working as an TSE internally or more than 2 years of experience as Senior engineer externally.

  • calendar_todayhace 4 días

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    location_onCosta Rica

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