Troubleshoot and resolve technical issues related to software, hardware, and networking.
Respond to customer inquiries via phone, email, and chat with professionalism and empathy.
Guide users through the installation and configuration of software or hardware solutions.
Document ongoing issues and resolutions in our ticketing system to track progress.
Work collaboratively with other team members to share insights and solutions.
Stay updated on the latest technology trends and product information.

Associates degree in Computer Science or related discipline with computer classes. Equivalent experience may be considered in lieu of formal education.
Minimum of two (2) year of programming experience in and strong knowledge of one or more of the following technologies: SQL Database, Read system log files, PHP, Sharepoint.
Demonstrated analytical skills with the ability to problem-solve with customers by listening, understanding and responding to the needs of the customer.
Knowledgeable about Help Desk activities, including define, implement and monitor escalation process.
Customer relationship skills in a call center environment and the ability to collaborate with all business units.
Strong analytical skills and demonstrated ability to develop solutions and alternatives that meet business goals.
Effective verbal and written communication skills with the ability to listen and communicate with technical and non-technical clients.
Bilingual (Spanish/English C1).

Technical Support Agent

Key skills