Process Associate (Tech Support)
- Panamá
- Permanente
- Tiempo completo
ResponsibilitiesMore than 3 years of related technical internet troubleshooting experienceExcellent listening, analytical, interpersonal, and verbal and written communication skills are required.Experience in troubleshooting - Software installation, PC security, User account /email management, Operating System issues, Networking and Connectivity issuesResolve hardware, software, and network issuesPC setup, diagnostic, and tuning - Windows and Mac OSHome networking: setup, diagnostic and securityRemoval of virus and spyware and addressing security/software applicationsActivation, installation, and ongoing support of peripherals, PC, or networkInstall tutorial sessions for software, peripheral use, and PC basicsDocument incident status and solutions in incident knowledge databaseAbility to easily identify and articulate complex ideas and issues and give clear direction.Strong customer service experience with an emphasis on first call resolution and follow-throughAbility to achieve established goals and performance metricsMust be able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse escalated interactionsRegular, consistent, and punctual attendance.Must be flexible to work different shifts which may include evenings and weekends, and overtime as necessary.Ability to multitask between multiple tools and systems and apply information and knowledge to customer situationsHigh degree of technical aptitudeFluent knowledge of Internet computer applicationsAbility to organize calls efficiently and resolves complex customer issuesAndroid, Apple, Gaming Consoles, TVs, and Smart Home [Thermostat, Locks, Cameras, Lighting, Wireless Mouse/Keyboard, Webcams, etcPrevious experience troubleshooting software and hardware issuesWindows and MAC O/S, internet systems, and networkingPrevious experience working with a contact center management databasePrevious experience working with a ticketing systemUnderstanding on the Order to Activate (02A) process for telecom service providersWell versed with Contact Center KPIsAdded Advantages:Programming for individual customers to provide backhaul services for packet, cell and/or circuit-based applications through concentration of the DSL/POTS line balanced.Hands on experience in BMC incident management system (detailed description of the steps, tested possible solutions, solving problems within a specified time).Programming in DSLAM Port, VLAN, ATM switch and BNG QoS Policy Traffic profile.Working knowledge of networking equipment such as ADTRAN TA5000, AFC, Alcatel 5000, Lucent MRT, Motorola, Calix, Cisco 7606, Cisco 7609, Redback SE800, Paradyne, Occam, Nortel, Wave7 and Zhone.Coordinate with Call center, Switch Activation Group, BB Support, and Assignment for Cut over/maintenance activities
RequirementsMore than 3 years of related technical internet troubleshooting experienceExcellent listening, analytical, interpersonal, and verbal and written communication skills are required.Experience in troubleshooting - Software installation, PC security, User account /email management, Operating System issues, Networking and Connectivity issuesResolve hardware, software, and network issuesPC setup, diagnostic, and tuning - Windows and Mac OSHome networking: setup, diagnostic and securityRemoval of virus and spyware and addressing security/software applicationsActivation, installation, and ongoing support of peripherals, PC, or networkInstall tutorial sessions for software, peripheral use, and PC basicsDocument incident status and solutions in incident knowledge databaseAbility to easily identify and articulate complex ideas and issues and give clear direction.Strong customer service experience with an emphasis on first call resolution and follow-throughAbility to achieve established goals and performance metricsMust be able to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and manage and diffuse escalated interactionsRegular, consistent, and punctual attendance.Must be flexible to work different shifts which may include evenings and weekends, and overtime as necessary.Ability to multitask between multiple tools and systems and apply information and knowledge to customer situationsHigh degree of technical aptitudeFluent knowledge of Internet computer applicationsAbility to organize calls efficiently and resolves complex customer issuesAndroid, Apple, Gaming Consoles, TVs, and Smart Home [Thermostat, Locks, Cameras, Lighting, Wireless Mouse/Keyboard, Webcams, etcPrevious experience troubleshooting software and hardware issuesWindows and MAC O/S, internet systems, and networkingPrevious experience working with a contact center management databasePrevious experience working with a ticketing systemUnderstanding on the Order to Activate (02A) process for telecom service providersWell versed with Contact Center KPIsAdded Advantages:Programming for individual customers to provide backhaul services for packet, cell and/or circuit-based applications through concentration of the DSL/POTS line balanced.Hands on experience in BMC incident management system (detailed description of the steps, tested possible solutions, solving problems within a specified time).Programming in DSLAM Port, VLAN, ATM switch and BNG QoS Policy Traffic profile.Working knowledge of networking equipment such as ADTRAN TA5000, AFC, Alcatel 5000, Lucent MRT, Motorola, Calix, Cisco 7606, Cisco 7609, Redback SE800, Paradyne, Occam, Nortel, Wave7 and Zhone.Coordinate with Call center, Switch Activation Group, BB Support, and Assignment for Cut over/maintenance activities