Tier one technical support
hoy
introduction as a service delivery specialist, you are the face of ibm for our customers. Your clients' success depends on your ability to understand their needs and respond to requests for new services. This role is an integral part of both account planning and delivering support strategies, working to proactively monitor problems, change processes, and handle issues to ensure our customers success.
your role and responsibilities
do you like technology, helping people, and solving problems? This role is for you! As a tier 1 technical support representative some of your responsibilities will be:
* assist with the maintenance and documentation of all facets of reliable, efficient, customer service.
* provide assistance to all members in the use of our computer network, workstations, and equipment.
* assist with the communications and information hardware and software, with primary responsibility for clients devices systems, and their efficient integration.
* provide helpdesk support, via phone, computer, and through our ticketing system, for most issues related to desktop software, hardware and peripherals.
* provide 24-hour support for hardware and services critical to operations.
* work within our ticketing system to create detailed work logs and technical documentation.
* use appropriate communication and documentation to inform team of important issues and information which will help improve team performance.
* inform and coordinate with operations and other computer users of procedures that would interrupt, affect, or interfere with their work.
* escalate issues to tier 2 as needed, as well as set customer expectations for follow-up (i.e., when to expect a follow-up contact and by whom).
* participate in the on-call rotation as agreed by the tier one support team. When on call, be prepared to always address technical issues.
* maintain good working relationships with all cooperative workers.
crmmex_22
required technical and professional expertise
* ability to independently own and manage an initiative
* ability to handle and prioritize a lot of tasks each day.
* ability to produce user and troubleshooting documentation that other people can understand.
* demonstrated problem-solving and analytics skills
* demonstrated experience in support center on call
* advanced written and verbal english skills
* excellent customer service
preferred technical and professional expertise
none
about business unit
ibm systems helps it leaders think differently about their infrastructure. Ibm servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding it issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
in a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as ibmers as we strive to be the catalyst that makes the world work better.
being an ibmer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
our ibmers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other ibmers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our ibmers have to make critical decisions everyday is essential to ibm becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
are you ready to be an ibmer?
about ibm
restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the fortune 50 companies relying on the ibm cloud to run their business.
at ibm, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
location statement
ibm is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Ibm is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
tier one technical support
hoy
introduction at ibm, work is more than a job - it's a calling: to build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
your role and responsibilities
do you like technology, helping people, and solving problems? This role is for you! As a tier 1 technical support representative some of your responsibilities will be:
* assist with the maintenance and documentation of all facets of reliable, efficient, customer service.
* provide assistance to all members in the use of our computer network, workstations, and equipment.
* assist with the communications and information hardware and software, with primary responsibility for clients devices systems, and their efficient integration.
* provide helpdesk support, via phone, computer, and through our ticketing system, for most issues related to desktop software, hardware and peripherals.
* provide 24-hour support for hardware and services critical to operations.
* work within our ticketing system to create detailed work logs and technical documentation.
* use appropriate communication and documentation to inform team of important issues and information which will help improve team performance.
* inform and coordinate with operations and other computer users of procedures that would interrupt, affect, or interfere with their work.
* escalate issues to tier 2 as needed, as well as set customer expectations for follow-up (i.e., when to expect a follow-up contact and by whom).
* participate in the on-call rotation as agreed by the tier one support team. When on call, be prepared to always address technical issues.
* maintain good working relationships with all cooperative workers.
crmmex_22
required technical and professional expertise
* ability to independently own and manage an initiative
* ability to handle and prioritize a lot of tasks each day.
* ability to produce user and troubleshooting documentation that other people can understand.
* demonstrated problem-solving and analytics skills
* demonstrated experience in support center on call
* advanced written and verbal english skills
* excellent customer service
preferred technical and professional expertise
none
about ibm
restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the fortune 50 companies relying on the ibm cloud to run their business.
at ibm, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
location statement
ibm is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qual
senior technical support engineer
hoy
essential duties and responsibilities
- oversee post sales customer service requests
- troubleshoot issues and liaise with next level smes (subject matter experts)
- work closely with operations when managing requested tasks
- gather client product feedback to help product management define the product roadmap
- ensure that the highest level of client satisfaction is achieved through on-going communication and prompt resolution of client issues
- proven ability to mentor and display leadership and ownership of issues
- document troubleshooting procedures for new product features and issues
- create knowledge base articles for both internal and customer-facing solutions
- participate in on-going training to support team members
- required to participate in the weekend on-call rotation and maintenances
- required to provide some holiday coverage
- shift : monday to friday. 9am to 6pm pacific
essential qualifications, skills, abilities, and background
- bachelor's degree in information technology, computer science, or a related field or equivalent experience
- strong customer service skills
- experience with cloud-based/saas solution offerings
- preferably in the area of marketing automation
- strong analytical capabilities
- excellent organization, time management, and communication skills
- willingness to 'roll up one's sleeves and assist wherever needed
- ability to function and thrive in a team environment with an appreciation of aggressive goals
- strong written and verbal communication skills with experience communicating technical concepts to a non-technical audience
- working knowledge of data and relational database systems (sql, merge concepts, filters).
- excellent troubleshooting skills and methodology
- experience with researching log files to determine root cause of an issue (using tools such as kibana)
- working knowledge of linux/unix a plus but not required
- some basic programming skills and experience (unix scripting, html, java, c++, etc) helpful
- experience with responsys interact is a plus
- experience and aptitude in the creation of technical documentation is a plus
- experience with apache freemarker is a plus
- experience with web service/api is a plus
- experience with xml is a plus
- working experience supporting mobile technologies is a plus (sms, mms, mobile apps)
- experience with android studio is a plus
as a sr. Support engineer, you will be the technical interface to customers, original equipment manufacturers (oems) and value-added resellers (vars) for resolution of problems related to the installation, recommended maintenance and use of oracle products. Have an understanding of all oracle products in their competencies and in-depth knowledge of several products and/or platforms. Also, you should be highly experienced in multiple platforms and be able to complete assigned duties with mínimal direction from management. In this position, you will routinely act independently while researching and developing solutions to customer issues.
technical support representative (cs)
hoy
about us
helpware is a technology-driven company with a global presence across several countries, including the usa, ukraine, mexico, germany, albania, poland, puerto rico, and the philippines. We specialize in offering top-notch customer experience and operational support to modern businesses. Our team of experts is committed to delivering exceptional services to our partners, leveraging our skilled teams, cutting-edge solutions, and advanced technologies to provide the highest value.
position overview
primary responsibilities:
* provide accurate information regarding product features, pricing, availability, and troubleshooting steps.
* assist customers in navigating our products/services and escalate more complex issues to the appropriate team (tier 2 support or managers) when necessary.
* maintain a high level of customer satisfaction through proactive communication and timely resolution of issues.
* document customer interactions and transactions accurately in the crm system.
* collaborate with other team members to identify and implement process improvements.
qualifications:
* proven experience in a customer service or support role.
* excellent verbal and written communication skills.
* ability to remain calm and courteous under pressure.
* strong problem-solving skills and attention to detail.
* flexibility to work varying shifts, including weekends and holidays.
* familiarity with crm systems and support software (e.g., zendesk, freshdesk) is a plus
preferred qualifications:
* prior experience in a tech support or saas environment.
* knowledge of basic technical troubleshooting.
* certification in customer service or a related field is advantageous.
first line technical support engineer
guadalajara, jalisco vipre security group
hoy
job duties:
* escalate issues to senior technical staff and respond to the customer when escalation resolutions are available.
* track incidents on the helpdesk ticketing system
* where time is available, perform other various assigned tasks, such as document creation, staff and customer training, process improvement etc.
job requirements and experience:
* fluent english required - second language a bonus
* 2+ years experience in a customer support role.
* strong written and verbal communication skills
* friendly, approachable disposition and confident manner.
* basic it knowledge (networking, dns, smtp, office suite, exchange 2013+, g suite.)
* well-structured way of working and troubleshooting/problem-solving ability
* strong understanding and ability to prioritize tasks & service requests
* working experience in technical support
* ability to interact and consult with others in particular for de-escalation management
* strong team player
* strong motivation and willingness to learn and perform
* autonomous & proactive working behavior
vipre
it technical support specialist (in-office)
hoy
onsite work
must be able to read, write, and speak english fluently.
who are we looking for?
* logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per itil guidelines.
* update users about request status and close request when users are satisfied with solutions
* remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups
technical skills:
* effective business communication
* strong time management
* communication in neutral or american accent over phone and grammar skills
* analytical skills
* ability to follow process and procedures. Escalate unknown issues or questions without delay
* operating the computer, os and knowledge base navigation
* use of ticketing tool
* account management / password reset
* active listening and probing skills
* level 1 and 1.5 technical troubleshooting
* experience with virtual desktop infrastructure support (citrix xen desktop, xen app, receiver)
* knowledge of remote support tools; i.e., bomgar, remote desktop, citrix, desktop director
* proficient in ms office 2013, 2016 and must have knowledge of o365
* must have worked on windows 7 and windows 10 support for laptops and desktops
* documents, tracks, and monitors new and open incidents until resolution or proper escalation
* knowledge of wyse thin and zero client support, set up and connectivity
* supporting issues with printer installations, hp print and scan via usb
* cisco vpn client support
additional notes on compensation and relocation restrictions included here.
technical support engineer (sso, vpn, ssl)
hoy
as a member of the oracle saas cloud central team, you will be responsible for:
post-sales technical support of all saas cloud administrative activities. This includes, but is not limited to, support of: environment refreshes, planned and unplanned outages, saas cloud portal features & functionality, activating & provisioning saas cloud accounts & environments, ip allowlisting setup, environment resizing setup, language pack installation setup, saas account creation & password resets, sign-on problems including sso, vpn setup & configuration, migration related issues, partnering with cloud operations & development teams to provide solutions
education & experience:
* technical degree with 3.0 gpa or equivalent experience
* 2+ years supporting, developing or implementing saas products
* 1-2 years networking / database administration
required skills:
* understanding of saas lifecycle events
* outstanding analytical skills
* unprecedented customer service skills
* multitasking skills
* portuguese a plus
career level - ic2
as a support engineer, you will be the technical interface to customers, oems and vars for resolution of problems related to the installation, maintenance and use of oracle products. You should be able to work independently and research solutions to customer issues.
supervisor, technical product support
hoy
insulet started in 2000 with an idea to enable our customers to enjoy simplicity, freedom and healthier lives through the omnipod platform. We are hiring for a product support operations supervisor/team lead. This role supervises day-to-day operations of the customer care product support team and will resolve escalated customer contacts, manage processes, and drive continuous improvement.
responsibilities:
* provide supervision ensuring call handling and documentation meet regulatory requirements.
* supervise day-to-day operations for the tier i team and act as escalation point.
* cross-functional collaboration on projects to improve agent and customer experience.
* coordinate incentive plans.
* define, manage and implement process and system enhancements.
* prepare regular performance reports.
* coach and provide feedback aligned with goals.
* participate in quality programs and audits.
* handle complex customer complaints and escalations.
* ensure compliance with regulatory, quality and accreditation standards.
* participate in special projects and other duties as assigned.
education and experience
* bachelor’s degree or equivalent experience
* 2+ years in a regulated environment and 2+ years in a contact center
* experience supervising teams and coaching
* ability to manage multiple projects and priorities
* experience with quality assurance and incentive programs in a contact center
preferred skills:
* knowledge of diabetes
* experience with medical devices
* excellent verbal, written and interpersonal communication
* strong customer service orientation
* self-motivated and adaptable
* strong listening and analytical skills
* time management and multitasking capabilities
physical requirements:
* typical office environment; some travel 10-20% per month
#j-18808-ljbffr