Technical Support Agent Tier 1 Portuguese/ English

Job title: Technical Support Agent Tier 1 Portuguese/ English.

Work Location: Barranquilla, Colombia On-site  

Qualification: High School Diploma

No of openings: 1

Roles and Responsibilities:

• Communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records in our case tracking system.
• Maintain ownership of tasks given and should drive other teams as needed.
• Accountable for the tasks and ensure that its completed diligently.
• Analysing/documenting problems, recommending solutions, & highlighting issues to the leadership team
• Enthusiastic to work in challenging environment
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Adhere to process and policies, should demonstrate CSS Corp values
• Team player and should act as a role model to the team
• Should be sharing the Daily reports before logout
• Problem-solving skills and ability to navigate challenging situations in a professional manner.
• Experience providing direct support to external customers by phone, electronically.
• Understand on Storage components and infrastructure
• Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally.
• College Degree – Preferred should have basic knowledge on storage
• Should have worked in an Enterprise environment
• Able to apply non-linear thinking to problem-solving.
• Ability to call customers and resolve issues
• Should be adhering to the built in SOPS
• Should ensure that the cases and emails are handled within the shift duration without backlog.

Required Skills:

• Problem-solving skills and ability to navigate challenging situations in a professional manner.
• Experience providing direct support to external customers by phone, electronically.
• Basic understanding of Storage concepts and HNAS Systems. Understand on Storage components and infrastructure.
• Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally
• Desired – understanding of Basic Network Architecture (e.g. Active Directory, DHCP, Load Balancer, Firewall, VPN, Domain Controller configurations)
• Bachelor’s degree in computer science (preferred) or any degree
• Customer focussed.
• Proactive, with the ability to work on his/her own initiative.
• Willingness to work in international time zones.
• Time Management.
• Experience providing direct support to external customers by phone, electronically.
• Problem-solving skills and ability to navigate challenging situations in a professional manner
• Communicate clearly and precisely with customers as well as stake holders in written and verbal form, and maintain accurate and timely records in our case tracking system
• Meet individual case management Service Level and metrics.
• Maintain ownership of cases and ensure to follow the process of routings
• Typing speed minimum – 40wpm
• Advance English.
• Intermediate Portuguese.