Technical Support

Under direct supervision, responsible for responding to routine customer inquiries regarding products. Analyzes problems using diagnostic tools to identify problem area(s) and recommend corrective action. Recommends solutions to customer application questions. Maintains log of problems so that recurring problems can be reported to product development. Follows-up and escalates unresolved problems to ensure resolution is accomplished and tracks calls to identify trends and provide feedback to internal departments and to customers.


QUALIFICATIONS:
• Professional fluency in written and spoken Spanish and English - proficient level required.
• Excellent telephone manner
• Excellent customer service skills
• Proficient in using computer software products and working knowledge of Internet usage.
• Excellent written skills, particularly email to respond and resolve customer problems.
• Ability to analyze problems, identify key problems and make decisions to solve problems.
• Software or Networking skills will be a plus.