Technical Support Specialist | Hybrid
Role Details:
Type of Support: Omnichannel (Phones & Emails)
Contract duration: Full-Time / Permanent
Work type and Location: Hybrid - San Pedro Sula or Tegucigalpa
Expected start date: April 2025 (Exact date will be determined)
About the Role
We are seeking a motivated and enthusiastic individual to join our team as an Entry-Level Tech Support Specialist. The ideal candidate will possess a basic understanding of technology and a passion for helping customers solve their tech-related issues. This role will focus on providing excellent support to our clients, ensuring they have a positive experience with our products and services.
Key Responsibilities
- Serve as the first point of contact for our customers, providing timely and friendly support via email, phone, and chat.
- Assist customers with troubleshooting technical issues related to our products and services, guiding them through step-by-step solutions.
- Collaborate with senior tech support staff to escalate complex issues and ensure seamless resolution for clients.
- Maintain accurate records of customer interactions, tracking issues and resolutions through our support ticketing system.
- Educate customers on product features and best practices to enhance their experience and satisfaction.
- Stay updated on product developments, technical specifications, and industry trends to provide informed support.
- Participate in training sessions and continuous learning opportunities to improve technical knowledge and customer service skills.
Qualifications
- Experience in tech support or customer support
- Basic knowledge of computer systems, networks, and common software applications.
- Familiarity with support ticketing systems and CRM tools is a plus.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Strong problem-solving skills with a proactive approach to finding solutions.
- A positive attitude, patience, and a strong desire to assist customers effectively.
- Ability to work independently and as part of a team in a fast-paced environment.
Company Culture is at our Core
Culture leads, success follows. Our core values are the foundation of our work and shape our culture. We are dedicated to fostering a supportive workplace for all associates.
- Care for Others: We prioritize empathy, cooperation, and support for one another in our work.
- Embrace Growth: We encourage taking risks, developing skills, and remaining open to change.
- Manifest Trust: Trust is crucial for teamwork and collaboration, built through consistent delivery on commitments.
- Take Ownership: We believe in doing the right thing and taking responsibility for our actions.
- Be Humble: We seek guidance, embrace feedback, and value listening to our colleagues.
We are proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging, and these principles guide our organizational practices. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other legally protected characteristic.
We are dedicated to including all individuals and will provide reasonable accommodations for qualified applicants with disabilities in our hiring process. If you need assistance or accommodations to participate in the job application or interview process, please contact us at [email protected].