L1 Tech Support / Portuguese

Job description

Homeoffice position valid only in Monterrey N.L. Mexico

Overnight shift 11pm - 8am Monday to Friday

 

Requirements:

·  Tech support or Customer service experience, L1
·  Fluent Portuguese comunication level

Duties:

• Perform first-level diagnosis and troubleshooting support to end-users and customers. Work under minimum supervision and receive inbound transactions and inquiries, provide support in accordance with established processes and document incidents and remedies. Escalate complex incidents to second-level support personnel.

• Troubleshoots via the phone, chat or other support channels, hardware, software, and network operating problems and involves technical resources to ensure resolution.

• Applies understanding and knowledge of information systems products and services to assist users.

• Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems.

• Coordinates referrals to appropriate technical, professional, or service personnel.

• Receives and prioritizes issues and forwards using appropriate escalation procedures • Provides functional or task leadership.

• Coordinates special projects and system upgrades • Briefs customers and/or management on the status of resolution efforts • Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel • Recommends system or process improvements, including procedures, training, and enhanced documentation.