OVERVIEW
We are seeking a dynamic Customer Support Representative in Costa Rica to join our client's global support team, where you'll play a crucial role in delivering exceptional technical assistance to our worldwide customer base. In this position, you'll handle a variety of support cases through multiple channels, providing first-line technical troubleshooting while ensuring top-tier customer satisfaction. The ideal candidate brings 2-4 years of IT experience, strong Portuguese language skills, and a passion for technology, with the ability to thrive in both independent and collaborative work environments.
*Fluent Portuguese required**
RESPONSIBILITIES
- Log cases on the IT Service Desk and maintaining details of software / hardware problems detected.
- Provide initial triage technical support by answering customer inquiries, solving problems and providing product information via case, phone or email in a timely efficient manner.
- Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.
- Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or the ServiceNow CRM in a timely efficient manner.
- You will be escalating to internal or external support resources and Subject Matter Experts when necessary.
- You will be supporting users in the use of the client's platform by providing necessary advice and/or walk-through.
- Identify self-service documentation gaps.
- You will provide support for Store Applications.
- You will manage multiple cases daily.
- You will assist peers with their cases.
- You will participate in User Acceptance Testing (UAT).
QUALIFICATIONS
- Technical background and ability to learn and absorb technology quickly.
- Great written and verbal communication skill
- Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first call resolution basis.
- The ability to communicate effectively with people at all levels.
- The ability to have difficult conversations with customers.
- The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
- Basic understanding of ITIL Skills and business processes.
- 2 - 4 years working within an IT environment
- The ability to work as part of a team and on their own initiative.
- Language: Portuguese
PREFERRED SKILLS
- A good understanding of the ServiceNow platform is an advantage
- Experience with using and troubleshooting SaaS applications.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or other non-merit factor. We are committed to creating a diverse and inclusive environment for all employees.