Bilingual Remote Support Agent / Bogota
10 Minutes ago • 2-4 Years
Localization
Job Description
This role involves providing Tier 1 and Tier 2 remote support, troubleshooting complex hardware and software issues, including client proprietary and COTS applications, voice communications, voicemail, network connectivity, printing, and remote access. The agent will identify root causes, ensure timely solutions, and communicate resolutions to users. Additionally, the role includes supporting L1 and L2 agents and utilizing problem-solving and analytical skills to resolve incidents effectively.
Good To Have:
- Technical certification or Associate Degree
Must Have:
- Provide Tier 1 and Tier 2 support
- Troubleshoot and resolve complex hardware/software issues
- Support maintenance of client proprietary, COTS, and Unisys applications
- Assist with resolution of voice communications and voicemail system issues
- Assist with resolution of network connectivity, printing, and remote access issues
- Identify root causes of problems and ensure timely solutions
- Communicate problem, resolution, and root cause information to users
- Support L1 and L2 support agents
- Utilize problem solving and analytical skills
- High School Diploma or GED
- 2-4 years’ experience in area of responsibility
What success looks like in this role:
- Provides Tier 1 and Tier 2 support.
- Troubleshoots and resolves complex issues including:
- Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and
- Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
- Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
- Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
- Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
- Utilizes problem solving and analytical skills to effectively resolve challenging incidents.
You will be successful in this role if you have:
- High School Diploma or GED required
- May require technical certification or Associate Degree
- Generally, 2-4 years’ experience in area of responsibility
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