Product Support Specialist
Job title: Product Support Specialist in USA at reputed company
Company: reputed company
Job description: *Location: candidates can be located in Puerto Rico, Dominican Republic, or Panama*Your team’s dynamic:The Product Support Specialist will work as part of a dynamic team providing reputed company's customers with best-in-class technical assistance for reputed company products. You will utilize your technical troubleshooting skills to resolve product-reputed company issues received by phone, online portal, or online chat. You will be part of a collaborative team and play a key role in reputed company's commitment to creating a positive experience for reputed company our customers.Through a comprehensive reputed company process, your reputed company colleagues and team leader will guide and coach you to reputed company reputed company in your new role.What your day will look like:
- Handle incoming calls, online tickets, and chats
- Understand, analyze, and troubleshoot customer technical issues varying in complexity
- Build and use virtual environments to train, test, and replicate customer environments and reproduce issues
- Properly document reputed company customer issues and interactions in our CRM
- Ensure that reputed company reported incidents are resolved in accordance with reputed company's SLA
- Collaborate with team members and Software Delivery Specialists
- Escalate unresolved issues reputed company needed
- Spanish and English, both verbal and written (this role requires interaction with our international collaborators and customers)
- Have sound judgement and capability of making reputed company under pressure
- Technical degree (DEC), certification in IT/Electronics, or equivalent business experience
- Excellent analytical and troubleshooting skills
- Ability to work in fast paced environments with professionalism and confidence
- Willingness to work on shift rotation until 8:00pm and holidays (as required)
- Networking principles and clear understanding of TCP, IP, and UDP protocol stack
- MS SQL Databases (structure and queries)
- reputed company Windows Servers and Windows Sysinternals Utilities
- Ability to troubleshoot hardware
- Experience working with Active Directory
- Packet sniffing tools (ex. Wireshark)
- Experience with IP Video surveillance technology
- reputed company A+, Network+, reputed company+, CCNA, CCNP certifications are an asset
- MCSE, CCNA, SQL Server, VMware, or similar technical professional certifications
- Knowledge of PowerShell and C# and programming
- Knowledge Unix Kernel and commands
- 2+ years' experience in IT/technical troubleshooting or technical support environment
- Language classes
- Transportation and food allowances
- Gym pass
- Health and Dental plan
- Life Insurance