Descripción:

Qualifications

High school diploma

Outstanding customer service orientation

Ability to build rapport and trust quickly

Knowledge in Microsoft Office, internet browsers, Windows, Lotus Notes, IOS, Cisco VPN, network printing and wireless routers

Good judgment skills with a strong sense for urgency and attention to detail

Excellent problem-solving skills, i.e. ability to apply a highly logical and well-organized approach to the analysis and resolution of issues

Active listening and the ability to cogently summarize an issue, both in writing and verbally

Excellent communication skills in English (both written and oral)

Costa Rican work permit

Who You'll Work With

You will work in our San Jose, Costa Rica office and will be part of our Global Helpdesk (GHD) team.You will work with internal consultants and support staff by troubleshooting and resolving a wide variety of IT issues predominantly via the phone. You will work in a global team sharing a common understanding of a “client-first” oriented work environment.

What You'll Do

You will be responsible for helping colleagues get their business technology up and running as quickly as possible. In this role, you will use your communication skills and problem-solving abilities to provide excellent customer service to your colleagues. You will strive to form productive relationships, ensuring that a resolution is found for each problem you are presented with. You will ensure that troubleshooting procedures are documented and best practices are shared. You will use the knowledge centered service methodology and ensure all self-resolved call tickets are linked to appropriate knowledge objects. You will search for knowledge in order to resolve issues and will provide regular and timely feedback for existing knowledge.