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- Attend to inbound software support requests from channels in prescribed service levels agreements and verify possible solutions directly with end-users.
- Identify and diagnose technical issues from client stakeholders including Facility Managers, IT Managers, and other end-users.
- Provide first-line investigation and diagnosis of all issues and service requests and, if needed, escalate, unresolved problems to a Tier-2 support teams.
- Quickly learn the features and flow of OfficeSpace's software platform and maintain a high level of product knowledge by reviewing updated materials and documentation.
- Deliver outstanding customer service in order to maintain strong client relationships using professional and clear communication in both oral and written contexts.
- Progressive experience in a client-facing role that requires a high level of individual responsibility, where aptitude for improving customer satisfaction and developing a strong relationship was successfully demonstrated.
- Proficient in Excel/Google sheets and other relevant data-tracking software.
- B2-C1 English Level according to the CEFR or equivalent.
- Degree or certificate in Management, Project Management, Computer Science, Engineering, English, or another relevant field.
- Schedule flexibility.
- Competitive compensation packages, health benefit options, and generous leave policies.
- Hybrid work policy, allowing you to work remotely or in our Escazu, Costa Rica, or Victoria, Canada offices dependent upon role.
- At OfficeSpace, we trust our employees to take ownership of their work and allow teams to work their way while driving performance via flexible hours, remote options, and asynchronous collaboration.
- We celebrate and honor the cultures, traditions, and incredible diversity of our global teams across nations.
- We support team members practicing self-care, provide unlimited PTO, and encourage rest, restoration, and pacing.
- We create opportunities for teams to connect in-person and virtually, with employee resource groups like Women in Tech, Book Club, Spanglish Club, office-wide volunteer days, and more.
- We value transparency and keep teams informed and in the loop on key company updates through our weekly newsletter and monthly All Hands meetings.
- We provide unlimited access and time on the clock for every employee to access professional learning and development opportunities through LinkedIn Learning, along with our company-wide L&E initiatives.
Software Support Tier-1 - Escazu, Costa Rica - OfficeSpace
Descripción
Software Support, Tier 1 - What You'll Do:
The Skills, Experience, and Mindset Required:
Why OfficeSpace?
OfficeSpace is committed to building and promoting a diverse workforce and celebrates the unique qualities that individuals of various backgrounds and experiences offer. We are committed to basing all employment-related decisions upon valid job-related factors without regard to race, color, sex (including pregnancy, sexual orientation, and gender identity), age, religion, national origin, genetic information, military status, veteran status, physical or mental disability, or any other status protected by law.