Technical Support Representative

Há 3 dias

São Paulo, Brasil Tech Mahindra Business Process Services Tempo inteiro

Role: Technical Support Representative Location: Sao Paulo, Brazil. Work from office.
Office location: Cenesp, Sao Paulo, Brazil
Languages required: Portuguese+Spanish+English
The Internal/External Customer, Technical Support Representative provides Internal/External Customer Technical Support Services and supports our client’s customers in their navigation and use of applications, hardware and software necessary to complete actions related to doing business with our client. The primary function of these Help Desk services is to restore technical function as resolution in order to allow our client’s customer to return to their business process as quickly as possible. In relation to this service, the activities conducted by the Technical
Support Representative would include the following:
Interacting with our client’s customers who are contacting customer support for assistance via phone/email (potential future channels e.g. Chat)
Collecting and verifying information provided from the contact in order to accurately and quickly deliver solutions that restore service
Identifying correct knowledgebase solutions to use in performing necessary steps to deliver solutions that restore service
Working within a service management application to provide case logs for restoration rate accountability and process adherence
Escalating unresolved issues to the next level of support when required by process
Adhering to Priority service levels and assigning these appropriately for the described issue using provided support processes.
This position is the first point of contact for the end-user. Individuals must be able to multi-task in a fast paced, high pressure environment with customers of varying degrees of technical knowledge. Individuals will have common solutions available for technical problems encountered and will escalate if no knowledge-based solution exists. Individuals are required to identify and define problems, collect data, establish facts, and draw valid conclusions. TSR must be able to understand and interpret technical concepts and apply logic and deductive reasoning. Performs basic troubleshooting and ID resets for various applications.
Job Duties
Engage with first level support contacts from internal/external end-users
Communicate resolution to software/hardware errors & malfunctions
Provide feedback on procedures
Troubleshoot/dispatch basic hardware issues
Probe, isolate, and troubleshoot supported application problems
Handle general ID resets, email issues, Internet Explorer issues
Responsible for meeting established individual and team performance targets including service level, resolution, productivity and quality standards
Maintain up-to-date knowledge of products, services, and resource materials to provide adequate support and accurate information to customers
Provide first level triage and resolution for in scope issues and applications using existing knowledge base articles and/or SOPs defined.
Adhere to established attendance and punctuality guidelines
Preferred Competencies
Technical ability regarding the following:
Cloud Application support related to internet browsers
Ability to understand and troubleshoot hardware and software issues remotely through screen sharing software
Ability to identify, adapt, and apply approaches in problem solving
Overall cursory understanding of ecommerce web sites and APIs
This is a partial list of activities and may be expanded as necessary in the customer service training or amended at any time by our client through a Change Control Procedure.

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