Advanced Problem Solver

Há 3 dias

Campo Grande, Mato Grosso do Sul, Brasil beBeeTechnical Tempo inteiro R$61.958 - R$76.485
Job Opportunity

We are a technology company that builds high-performance, security-centric solutions to help change the world.

This is an excellent opportunity for you to learn new skills, apply your expertise, and solve complex problems using cutting-edge technologies.

Our associates drive clients' success while giving back to communities and making the world a safer, more secure place.

We believe in collaboration. As a Third Level Technical Support Specialist, you will work independently or as part of a team under a manager's guidance.

  • Determine service entitlement by reviewing contracts or generating contracts for non-contracted services.
  • Utilize multiple internal systems for activities such as locating and coordinating shipping of critical parts, and managing parts inventory levels.
Main Responsibilities
  • Provide 3rd level telephone support efficiently and courteously.
  • Respond to and resolve customer requests related to software, hardware, and network issues.
  • Log into the call system to receive and manage requests.
  • Achieve First Contact Resolution metrics.
  • Document calls and cases accurately.
  • Keep customers informed of resolution steps and follow up to ensure completion.
  • Provide reference and request numbers for issues.
  • Enter troubleshooting and resolution steps into tickets.
  • Handle tickets on a FIFO basis, with regular customer follow-up.
  • Escalate tickets as needed for on-site support.
  • Resolve at least 12 tickets per day.
  • Understand SLA requirements and manage workload accordingly.
  • Maintain data accuracy and support process improvements.
  • Contribute to knowledge base documentation.

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