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Posted 27 months ago

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TECHNICAL SUPPORT - BOSS REVOLUTION

GuatemalaRemoteFull-time

AI Summary

Technical Support Representative provides assisted support to retailers, consumers, and employees, troubleshooting hardware, software, and network issues and delivering user training.

About this role

We are always looking for a bilingual or tri-lingual (Eng/Spn) / Eng/Spn/French) technical support representative with technical training, experience, and education to support our retailers, consumers, and employees.
As a Technical Support Representative, you will be responsible for providing technical assistance and support to retailers utilizing our range of products and services. You will play a critical role in ensuring the smooth operation of computer systems, scanners, printers, and our proprietary money transfer portal, resolving technical issues promptly and efficiently.

Responsibilities and Duties

  • Take calls from Retailers and Customers experiencing technical issues·
  • Troubleshoot the issue over the phone·
  • Log all calls and solutions·
  • Report reoccurring issues to your supervisor·
  • Installs, modifies, and makes minor repairs to computer hardware and software systems.·
  • Resolves tickets·
  • Installs software and necessary applications for workflow.
  • Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
  • Prepares reference material for users by drafting operation instructions

    • Qualifications and Skills

  • Excellent problem-solving and troubleshooting skills.
  • Experience working with computers·
  • Strong communication skills·
  • The ability to communicate technical information in an accessible manner to non-technical employees.
  • A process improvement mindset.
  • Software maintenance and testing capability.
  • Basic knowledge of networking principles and operating systems.
  • Customer-service focus.
  • Collaborative mindset.
  • Hands-on problem-solving ability.
  • High School Diploma

    • Requirements

  • 85% of English Proficiency
  • Software and Hardware knowledge
  • Prior experience in tech support, desktop support, or a similar role.
  • Customer Service and Tech Support Experience (Must)
  • Excellent communication skills (written and spoken)
  • Patient, helpful, empathetic, good listener & professional
  • Attention to detail and good problem-solving skills.
  • Experience with remote desktop applications and help desk software. (Desired)
  • Goals and people oriented

    • Skills

    Customer ServiceDigital Instruction PagesDocumentation CreationHardware TroubleshootingHelp Desk SoftwareIn-person TrainingIssue LoggingNetworking PrinciplesOperating SystemsPrinter/scanner TroubleshootingProcdure ImprovementRemote DesktopSoftware InstallationSQL (if Mentioned)Tech Support ToolingTelephony SupportTicketing SystemsUser TrainingWorkflow Software

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