Customer Support Technician

  • Location: Odessa, Florida
  • Type: Direct Hire
  • Job #9377

BILINGUAL CUSTOMER SUPPORT ENGINEER

The Support Engineer/Technician is part of the Technical Services group and is part of the critical availability group. The team works 24/7/365 and acts as the first level support and focal point for global customers.

The team acts to maintain the customers’ systems proactively by scheduled maintenance activities or following notifications from the system through different channels and monitors

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Ensure that customer issues are appropriately logged, researched, and accurately resolved in a timely manner, meeting agreed SLA

  • Troubleshooting of technical issues following customer complaints

  • Work according to methods, procedures, tools and policies to ensure high-quality service is delivered to customers

  • Maintain a knowledge base of known issues and solutions

  • Provide client support and technical issue resolution related to the application

  • System Administrator issues with the system

  • Reproduce customer’s issues, collect relevant information and escalate to the support team

QUALIFICATIONS:

  • Must have excellent customer service and interpersonal skills

  • Must be bilingual – English/Spanish and have excellent verbal and written communication skills

  • Experience in Windows/Linux/Unix

  • Experience in SQL queries

  • Experience in a system administration or service providing position preferred

  • Knowledge of network elements as Firewalls, VPN, Virtual Machines preferred

EDUCATION and/or EXPERIENCE

  • Three years experience with supporting international enterprise/governmental customers in the multi-disciplinary domain

  • Degree in Computer Science or Engineering preferred

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