Analyst
Compass Lexecon
Soporte Técnico, Español
Concentrix
full-time
Posted on:
Location Type: Office
Location: Lima • 🇵🇪 Peru
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Assist external users of the client's technical products or services; identify, investigate, research and provide resolution to user questions and problems
- Troubleshoot basic and routine customer issues including hardware, software, networking, or other designated client products
- Follow appropriate escalation path to resolve technical issues; make follow up outbound calls to customers or other parties as needed
- Solve problems that are generally unstructured and require extensive use of conceptual thinking skills
- Ensure service delivered meets contractual Key Performance Indicators (KPIs)
- Greet customers courteously using agreed procedures; listen attentively and demonstrate empathy while building rapport
- Clarify customer requirements; probe for understanding and confirm solution comprehension
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
Requirements
- Associate’s Degree in related technical discipline (preferred)
- Six years of related technical experience (preferred)
- Achieve and maintain recognized and applicable technical certification(s)
- Relevant technical expertise: hardware, software, networking, data storage, troubleshooting, repair
- Working knowledge of client technical systems
- Courteous with strong customer service orientation
- Ability to effectively communicate, both written and verbally
- Ability to learn; strong problem solving skills
- Dependable with proficient attention to detail
- Skilled in multi-tasking; flexible and adaptable to change
- Ability to work as a team member and independently with minimal supervision
- Demonstrate patience and maintain a pleasant professional tone with customers
- Able to rotate shifts as needed
- Language Requirements: Spanish (Required)
- Supplemental (Philippines): Minimum of two years of college education in related technical discipline; no prior call center experience required; ability to resolve basic to moderate technical issues
- Supplemental (India): Strong probing and problem solving skills; able to handle complex queries and resolve independently; demonstrate empathy and confirm customer understanding
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
hardwaresoftwarenetworkingdata storagetroubleshootingrepairtechnical systems
Soft skills
customer service orientationeffective communicationproblem solvingattention to detailmulti-taskingflexibilityteamworkindependencepatienceempathy
Certifications
technical certification
