
Technical Support Representative
3 semanas atrás
Role: Associate- Technical Support
Location: Sao Paulo, Brazil
Languages required: Portuguese+Spanish+English
Salary: BRL R$ 2450/month
Responsibilities:
• Technical support by ticket to ensure closure according to ITIL incident management process.
• Follow-up/update of tickets for each call to ensure timely closure.
• Ownership of calls and tickets, directing for resolution and communication with the customer.
• Carry out the incident management lifecycle process, starting with incident registration to call closure and customer satisfaction survey.
• Troubleshooting application support issues
• Troubleshooting printers
• Troubleshooting VPN software and collaboration tools
• Troubleshooting password reset tools and remote control tools
• Troubleshooting MS Windows and Office, desktops, laptops, and networks
Qualifications:
Experience – Essential
• Understanding of computer systems
• Experience working in a 24/7 environment.
Experience – Desired
• 1-2 years of experience in a similar role.
• Experience in Desktop support, application support
• Exposure to ITSM ticketing tools (e.g. SN0W)
Skills and knowledge
• Excellent verbal and written communication skills.
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