Remote Technical Support Agent / Bilingual
12 Minutes ago • 2-4 Years
Localization
Job Description
This role focuses on providing comprehensive Tier 1 and Tier 2 technical support. Key responsibilities include troubleshooting and resolving complex issues related to hardware, software, client-specific applications, COTS, voice communications, and voicemail systems. The agent will also address network connectivity, printing, and remote access problems. A critical aspect is identifying root causes and communicating solutions effectively to both technical and non-technical users. The position involves supporting other L1 and L2 agents and requires strong problem-solving and analytical skills to manage challenging incidents efficiently.
Good To Have:
- Technical certification or Associate Degree
Must Have:
- High School Diploma or GED
- 2-4 years of experience in technical support
- Bilingual (Spanish/English)
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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