Full-Time Help Desk Technician II

Job Responsibilities:

• Employ required online time assisting clients via phone.
• Provide first and second-level technical support to resolve client issues, acting as liaison between clients and subject matter experts for escalated problems.
• Receive client requests, identify the problem source, determine resolution actions (using internal/external resources), and guide users through the process.
• Follow departmental guidelines, documenting and tracking all client issues using the problem management application.
• Provide after-hours support as scheduled or needed.
• Provide limited second-level support to colleagues for challenging problems.
• Handle escalated issues assigned by managers, supervisors, or leads, including conference calls with internal/external clients.
• Suggest process and technology improvements within the department.
• Assist with training and cross-training of new and existing technicians.

Qualifications:

• High school diploma
• 1-2 years of call center experience, 1 year in technical support
• Strong PC and Internet knowledge (Internet Explorer, Firefox, Chrome)
• Troubleshooting skills via phone and email (FTP, XML, JSON, AD)
• Strong problem-solving and analytical skills
• Advanced English language skills (85% or above, verbal and written)
• Proven job stability and long-term work relationships with previous employers
• Pass company pre-employment screening

Company Culture:

• Values your uniqueness.
• Focuses on diversity, inclusion, work-life balance, flexible work, development, engagement, collaboration, wellness, rewards, and recognitions.
• Offers competitive benefits (medical, life, dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program).

What is the last date for applying to the job?

Which countries are accepted for this remote job?