Job Title: Technical Support Agent L1
Location: Heredia (Hybrid)
Education: High School Diploma
Experience Required: Minimum 6 months in technical support/help desk roles (software and hardware troubleshooting).
No Openings: 1
Summary
A global technology company is seeking a Level 1 Technical Support Agent to join its support team. This role is ideal for someone passionate about solving technical issues and providing excellent customer service in a fast-paced environment.
Roles and Responsibilities:
- Provide technical support to customers via phone and web-based ticketing systems.
- Troubleshoot and resolve issues related to hardware, software, and network failures.
- Escalate unresolved issues to higher support tiers while ensuring a smooth transition and customer satisfaction.
- Meet or exceed Service Level Agreements (SLAs).
- Contribute to the internal knowledge base by documenting common issues and solutions.
- Maintain detailed and accurate records of all support interactions.
Required Skills:
- High School diploma or equivalent.
- Advanced English proficiency (C1 level).
- 6+ months of experience in technical support or a help desk environment.
- IT/computing-related education or certifications.
- Proficient with Windows OS (Windows 7 and above).
- Ability to install, configure, and deploy Windows-based software.
- Familiar with support platforms such as Salesforce, Zendesk, ServiceNow, etc.
- Strong troubleshooting and diagnostic skills for software, hardware, and networks.
- Able to work independently and collaboratively within a team.
- Excellent written and verbal communication skills.
- High attention to detail and well-organized.
Desired Skills
- Customer Service Orientation: Proactive, solution-driven mindset with a strong desire to help customers efficiently.
- Technical Curiosity: Eagerness to learn new systems, tools, and processes quickly.
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