Customer Technical Support

Key Talent Indicator is a technology consulting firm specializing in human resources that offers innovative solutions for talent management. We have an approach based on the use of our AI-powered software that allows you to evaluate and analyze your skills and apply to the job offers that best match you.

We are efficient, evaluate talent objectively without biases, and close the hiring time in record time, delivering optimal results.

What the role entails:

Some of the key responsibilities of our Customer Technical Support will be: 

• Diagnose and troubleshoot software and hardware problems, providing timely and effective solutions to customers.
• Proactively monitor the infrastructure to identify and address potential issues and resolve them before they impact the customer experience.
• Utilize remote desktop connections to deliver immediate troubleshooting and resolution of network and reachability issues that may arise from our cloud instances.
• Utilize a ticketing system and chat applications to swiftly address straightforward customer queries, ensuring customer satisfaction.
• Collaborate with customers over the phone to offer clear and detailed instructions or provide written technical manuals for more intricate issues.
• Build and maintain a strong rapport with customers, earning their trust and becoming their go-to source for technical assistance.
• Stay up to date with industry trends and advancements to provide cutting-edge solutions to customers.
• Collaborate with cross-functional teams to address complex technical challenges and improve the overall customer experience.
• Document technical support processes, solutions, and best practices for future reference and training purposes.

What we ask of you:

• Bachelor's degree in a relevant field, such as Computer Science, IT, or Software Engineering, or minimum 2 years relevant work experience.
• Proven experience in diagnosing and resolving software and hardware issues.
• Strong familiarity with network troubleshooting, operating system configuration, and remote desktop tools.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts in simple terms.
• Customer-centric attitude with a genuine passion for assisting people with computer-related challenges.
• Proactive mindset, with the ability to identify potential issues and address them before they impact customers.
• Problem-solving mindset, capable of analysing complex issues and providing innovative solutions.
• Ability to work effectively both independently and as part of a collaborative team.
• Attention to detail and organizational skills to document solutions and maintain accurate records.
• Strong sense of accountability and responsibility to ensure timely and accurate support to customers.

Preferences:

• Knowledge of Microsoft Windows Server and Linux OS (Ubuntu)
• Knowledge of Amazon Web Services such as Cloud Watch, EC2, VPC, S3, IAM and understanding of core networking concepts such as TCP/IP, Firewalls, NAT and VPN
• Knowledge of PowerShell and Bash scripting. Perl and Python
• Strong oral and written communication skills in English
• Knowledge of Octopus Deploy
• Knowledge of monitoring tools such as Grafana, OpenSearch, Kibana, Prometheus, OP5.
• Knowledge of REST API, Postman, and SOAP UI.
• Knowledge of Microsoft Active Directory

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