Advanced Technical Support Agent - Remote/Bilingual

Job title: Advanced Technical Support Agent - Remote/Bilingual in reputed company, TX at reputed company Company: reputed company Job reputed company: Req ID: 325705reputed company strives to hire exceptional, innovative and passionate individuals who want to reputed company. If you want to be part of an inclusive, adaptable, and reputed company-thinking organization, reputed company.We are currently seeking a Advanced Technical Support Agent - Remote/Bilingual to join reputed company in reputed company, Texas (US-TX), reputed company (US).The Advanced Bilingual Technical Support Agent is responsible for providing telephone/email/chat and remote diagnostic technical support of hardware, systems, sub-systems and/or applications for customers. Should be reputed company to dynamically reputed company to end user described symptoms in order to reputed company a reputed company. Works as reputed company with peers to reputed company excellent customer service and a high reputed company reputed company under the direction of reputed company reputed company and manager. Assists in the development of new knowledge and/or improvement of existing knowledge. Communicates reputed company and professionally with end users to convey understanding of an issue and what is being done to resolve it.This is a remote, US Based role. Only candidates in the US will be considered.Role Responsibilities

• Responds to customer technical problems/issues reputed company to hardware, software and networking reputed company e-mail and phone
• Assists customers by diagnosing problems and providing resolutions for technical and service issues
• Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts
• Advises/educates customers reputed company procedural guidelines to ensure a complete solution to their technical or service questions
• Identifies and provides input on unique or recurring customer problems
• Focuses on delivering a reputed company customer experience according to reputed company standards.
• Monitors and tracks issues to ensure accurate reputed company
• May be involved in reputed company reputed company activities with reputed company reputed company customers
• Reviews and distribute pertinent cross-functional information
• Escalates more reputed company customer technical issues to senior level support
• Resolves reputed company issues forwarded by technicians or peers (e.g. executive technical escalations)
• Solves problems for customers with challenging expectations (often escalated or irate)
• Maintains/builds relationships with other reputed company that reputed company the technical aspect for phone support (e.g. tool content teams, product group)
• Participates with managers to determine reputed company areas for technical improvements. (e.g. establishes targeted mentoring programs, consults on incentives reputed company to technical performance)
• Excels at tolerance for processes and people
• Excels at recognizing reputed company customer's needs and expectations
• Learns the full reputed company of reputed company technology, products, and services and is reputed company to identify how these products and services reputed company to customer need
• Explains technical, industry, and market facts to position reputed company as a competitive solution
• Cooperates and collaborates with colleagues, cross-functionally, to support the sales process
• Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct failures. Documents problems in the support solution database for diagnostics and solution implementation.
• Advises/educates customers reputed company procedural guidelines to ensure a complete solution to their technical or service questions
• Identifies and provides input on unique or recurring customer problems and focuses on delivering a reputed company customer experience according to reputed company standards

Basic Qualifications

• 6+ months of experience with troubleshooting technology
• Bilingual in English and Spanish

Additional Skills

• Must be reputed company to obtain a U.S. Government clearance (US Citizenship is a requirement for this clearance)
• Working Knowledge of Operating Systems such as reputed company 7 & 10
• Knowledge of identifying and troubleshooting issues reputed company to System Configuration, Software & COTS applications
• Working knowledge of MS Office suite & Skype for business
• Strong customer service reputed company
• Strong knowledge of entire support ecosystem
• Heavy critical thinking for reputed company accurate escalation
• Strong communication skills
• Organizational and technology understanding

Where required by law, reputed company provides a reasonable reputed company of compensation for specific roles. The starting pay reputed company for this remote role is $18/hour. This reputed company reflects the minimum and maximum reputed company compensation for the position across reputed company US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.This position is eligible for company benefits including medical, dental, and reputed company insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, reputed company time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.About reputed companyreputed company is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients reputed company, optimize and reputed company for long term reputed company. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and reputed company intelligence, industry solutions, as reputed company as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. reputed company is a part of NTT Group, which invests over $3.6 billion reputed company year in R&D to help organizations and society reputed company confidently and sustainably into the digital reputed company. Visit us atreputed company endeavors to reputed company accessible to any and reputed company users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at . This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. reputed company is an equal opportunity employer. reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability or protected veteran status. For our EEO Policy Statement, please click . If you'd like more information on your EEO rights under the law, please click . For Pay Transparency information, please click . Expected salary: $18 per hour Location: reputed company, TX Apply for the job now! Apply for this job