TECH SUPPORT LEVEL 1 INTRUSION

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.   

Qualifications :

• 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 B2/C1  

Additional Information :

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

Remote Work :

No

Employment Type :

Full-time