Posted Date : 25th Jul, 2025
Job Category :
Costa Rica
Posted 1 day ago
Job title: Technical Support Associate
Work Location: Ultra Lag
Experience: 6+ months in technical support roles
Education Qualification: High school Diploma
Responsibilities:
- Handle technical support inquiries from customers via phone or the company’s web-based support website (ticket-based) from initial contact through resolution.
- Escalate issues to the next higher Tier of support when necessary, ensuring timely resolution and customer satisfaction.
- Adhere to SLAs (Service Level Agreements) and strive to provide superior customer experiences.
- Contribute to the online knowledge base by documenting solutions to common issues and updating existing articles as needed.
Required Skills & Desired Skills:
- High School diploma or equivalent.
- Advanced English level (C1).
- 6+ months of experience working in a similar technical support environment.
- Education: Any IT/computing qualification.
- Good knowledge of the Windows operating system, specifically Windows 7 and
- above.
- Ability to perform Windows software installation, configuration, and deployment.
- Experience providing technical support to customers for hardware and software
- issues, with the ability to diagnose problems related to hardware, operating systems
- software, application programs, or network failures.
- Familiarity with ticket-based support tools such as Salesforce, Zendesk,
- ServiceNow, etc.
- Demonstrated ability to work independently within a team environment.
- Strong troubleshooting and problem-solving skills.
- Organized, self-motivated, and have a high level of attention to detail.
- Excellent verbal and written communication skills, as effective communication with
- both internal teams and customers is essential for this role
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| Job Level | 1 – 2 Years |