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Technical Support Representative Bi-Lingual (Spanish Speaking) Full-time

at Secure-24 in Michigan (Published at 10-01-2019)

POSTION SUMMARY:

The Technical Support Representative role at Secure-24 is the Single Point of Contact (SPOC) for the IT support needs of our client base.

TSRs work in a fast-paced environment, and respond to incoming phone calls, chat support, monitoring alerts, and customer submitted tickets within defined Service Level Agreements (SLA).

Secure-24 looks for high potential candidates, who understand that though this is an entry level position that with a completion of pre-defined training and work objectives, promotions are available beginning in as short a time as 15 months.

ESSENTIAL FUNCTIONS:

  • Proper handling of end user requests
  • Keeping customers informed on the status of their requests
  • Ability to talk-troubleshoot and type at the same time (solid documentation skills)
  • Showing proper urgency for customer issues
  • Resolution of level one issues - Following knowledgebase articles and procedures
  • Identifying recurring issues
  • Investigation of automated system alerts
  • Troubleshooting and problem solving skills put to use daily

Team Focus:

  • Person should desire to remain on the forefront of industry practices and technologies
  • Takes personal responsibility for meeting commitments
  • Ability to work quickly and accurately
  • Motivated, wants to help people, desires to use new and creative ideas
  • Eager to acquire new knowledge
  • Responsible for meeting Technical Support Representative Scorecard Goals

Qualifications:

  • Understanding of the basics of Active Directory, Microsoft Server OS
  • Bi-Lingual (Spanish Speaking)
  • Comprehension of network basics, such as TCP/IP, Ping, Trace Route
  • 1+ Years of technical support or IT desk side support
  • Solid troubleshooting skills
  • Fluent in English, valid Michigan Driver?s License
  • Ability to work in cross-functional teams
  • Excellent oral and written communication skills
  • Available for multiple shifts, including afternoons and/or overnights
  • CompTIA+, Network+, or Security+ a bonus, but not required
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