Associate Tech Support Agent
Axelon Services
- Miami, FL
- Permanent
- Full-time
Location: Miami, FL (4 days onsite at the Miami office with flexibility for 1 day remote)Required: Bi-lingual (Spanish/English), Portuguese nice to have.Associate Tech Support Agent:
Interpret, evaluate and resolve (if possible), incoming requests via the telephone, email, web, etc. supporting network and email connectivity, computer operating systems, hardware and software applications, internally developed applications, mainframe and midrange operations. Analyzes simple inquiries and determines appropriate resolution or escalation. Alerts management and team members when a major problem is suspected. Provides input on procedures and makes suggestions for improvements. Performs related duties as assigned or requested.Responsibilities:
Act as a point of contact for resolution of technology-related issues for customers. Interact with customers and co-workers to diagnose and resolve problems and document customer requests in call tracking system. Troubleshoot, analyze, resolve, track, escalate and accurately document basic software, hardware and simple technical problems. Provide input and update knowledgebase as necessary. Adhere to established policies and procedures. Make sound business decisions, under direction by following documented procedures.Qualifications:
- Strong customer service skills
- Technical aptitude with PC literacy skills
- Basic knowledge of Windows Operating Systems
- Good problem solving skills and decision making ability
- Strong enthusiasm and desire to learn
- Work well in a team environment
- Strong written and verbal communication skills
- Ability to learn and apply technical information in a fast paced, demanding work environment
- Effective listening skills
- Ability to follow policies and procedures; attention to detail
- Self motivation and organization
- Associate degree in Computer Science or a related discipline preferred, and at least one year of experience in IT or related field or an equivalent combination of education and work experience