Technical Support Specialist

hace 1 semana

Bogotá, Bogotá D.E., Colombia Autocab A tiempo completo

Technical Support Role

We are seeking a skilled Technical Support Specialist to join our team at Autocab. As a key member of our service desk, you will provide first-line technical support to our customers, ensuring they receive prompt and effective assistance with their technical queries.

Key Responsibilities:

  • Diagnose and resolve technical issues via email, telephone, and in-person support
  • Remotely connect to customers' sites to provide training and support
  • Train users on the functionality of our products
  • Log calls and escalate to second-line/R&D teams as per SLAs
  • Provide Autocab customers with a point of ownership throughout the support process, ensuring they are kept up-to-date
  • Evaluate and escalate customer complaints or issues to company management
  • Maintain and develop technical knowledge in line with product development

Essential Skills:

  • Demonstrable support and project-based working ethics
  • Good computer literacy skills
  • PC hardware knowledge, including fault diagnosis
  • Experience with PC setup, installation, and configuration
  • Good understanding of Windows XP/7
  • Experience and understanding of TCP/IP, routers, switches, and basic network technologies

Desirable Skills:

  • Wider networking skills, including routing and switching knowledge
  • Experience with bespoke software and hardware
  • Experience with telephone systems and telephony integration
  • Autocab Taxi software package experience is a bonus

Competencies:

  • Good organizational skills
  • Ability to work under pressure
  • Problem-solving skills
  • Integrity
  • Good communication skills
  • Approachable
  • Team player
  • Good customer service skills
  • Customer focus
  • Problem ownership
  • Ability to manage sensitive situations
  • Commercial awareness

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