EngRadardirect-apply

TECH SUPPORT INTRUSION - L1

Boschgroup

Boschgroup is the employer — EngRadar is a job radar, not a recruiter. We track this posting from their own careers page and send you straight there; we never handle applications or CVs.

San Francisco, Heredia, Costa Rica Full-time Posted 1d ago
Apply directly →

Position Summary  

Ensure solution driven technical support by using troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus.  

General Job Responsibilities 

  • Working with customers/employees to identify problems and advising on the solution over the phone, emails, and chat. 

  • Logging and keeping records of customer/employee queries. 

  • Updating self-help documents so customers/employees can try to fix problems themselves. 

  • Customer Request, failure or complaint Log in (via all communication channel). 

  • In case of escalation create & forward ticket to level 2 

  • Give answers to known post/presales technical issues. 

  • Create knowledge base article & forward to level 2 for approval. 

  • Process online Chat. 

  • Process remote Support. 

  • Escalate serious complaints according to the established complaint process. 

  • Solve or forward configuration and application questions. 

  • Collect log files & configuration files & data bases. 

  • Forward non post sales Tech Support issue to related department. 

  • Active contribution for product improvement 

  • Perform other functions related to the position.   

  • Minimum High school diploma or studies in electromechanics, electrical, or electronic engineering.  

  • Technical background 

  • Customer service & electromechanics skills 

  • Advanced Operating Systems & Data Base knowledge in Windows - or similar experience 

  • Network knowledge is a plus.  

  • Cisco modules knowledge is a plus.  

  • Intrusion alarm systems knowledge is a plus. 

  • At least 1 year of experience in Technical Support Centers. 

  • Experience in technical support by telephone, chat, and email.  

  • Experience in a critical real-time environment. 

  • Experience in network fundamental knowledge IP products. 

  • Assertive communication and empathy. Excellent oral and written communication skills. 

  • Multi-tasking. 

  • Ability to work collaboratively in a team environment. 

  • English level: C1  

Bosch Service Solutions Costa Rica (@boschcostarica) • Instagram photos and videos

Posted by Boschgroup on their own careers page — you apply directly, no recruiter in between. View original / apply →

More at Boschgroup