Technical Support Associate - Goodbay
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About Us
With vast experience and industry pioneers in the region, Landterra is one of the most experience providers in the BPO and KPO sector.
We are committed to connecting great talents and resources to global markets and their services.
Located in the heart of the Americas, Nicaragua is a nearshore option with expansion capabilities through out all of Central America and the United States. With Landterra, businesses can have a versatile ally for growing their operations through KPO and BPO partnerships from the Americas to Europe.
Job Description
This is a remote position.
The Land Terra team is in need of a Technical Support Associate who will become a strong contributor and make a difference. In the Technical Support role, you will be responsible for providing multi-level assistance by diagnosing and troubleshooting software as well as hardware problems from our customers with the goal of providing the best solution.
RESPONSABILITIES
- Troubleshoot customers’ software application and/or hardware issues via email, telephone, remote access, and diagnostics.
- Collaborate with customers and advise about technical issues. Answer questions regarding issues, and make recommendations.
- Assemble, install and troubleshoot computer hardware, laptops, and notebooks.
- Install, maintain, and troubleshoot operating systems, and computer applications.
- Troubleshoot network and connection issues related to internet, Intra-Net & VPN.
- Manage customer expectations regarding estimated response times
- Go the extra mile to engage with customers, solving their issues and ensuring satisfaction.
- Drive the highest standards of ethical behavior for themselves and all involved in the service provided.
Requirements
- Bachelor’s degree preferred
- Great communication skills (written and oral) in English and Spanish
- Must have international Inbound calling experience - 1 year minimum
- Ability to multi-task, prioritize, and meet timelines on deliverables
- Proficient in Microsoft Office and Digital Tools such as Teams, Zoom, and Google Tools
- Driven and self-motivated individual able to perform tasks with minimal supervision
- Knowledge of American culture and geography
- Positive and proactive attitude
- Self-starter, sense of urgency, works well under pressure, ability to work in fast-paced environment
- Sense of professionalism and ability to develop relationships
- Strong attention to detail
- Ability to handle and maintain confidential information
- Ability to follow instructions and performance guidelines
Benefits
- Works with US schedule – US holidays off
- Immediate availability
- Interactive and Customer Service Oriented position
- Mon-Sun / Rotating schedule
