Technical Support Specialist

hace 4 semanas

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

Be Part of Our Support Team

1st Line Technical Support

We are seeking a skilled 1st Line Support Technician to join our dynamic service desk team, where customer satisfaction is our top priority. As a key member of our team, you will have opportunities to grow and excel within the business.

You will be the primary point of contact for our UK customers, providing support via email, telephone, and in-person interactions. You will work with a range of technologies, including Windows XP/7 desktop users, IP telephony, networks, computer hardware, peripherals, and bespoke developed applications. Training will be provided for this role.

Key Responsibilities:

  • Diagnose and resolve technical issues efficiently
  • Remotely connect to customers' sites to provide training and support
  • Train users on the functionality of all products
  • Log calls and escalate to 2nd line/R&D 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 plus

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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