About the role
We are always looking for a bilingual or tri-lingual (Eng/Spn) / Eng/Spn/French) technical support representative with technical training, experience, and education to support our retailers, consumers, and employees.
As a Technical Support Representative, you will be responsible for providing technical assistance and support to retailers utilizing our range of products and services. You will play a critical role in ensuring the smooth operation of computer systems, scanners, printers, and our proprietary money transfer portal, resolving technical issues promptly and efficiently.
Responsibilities and Duties
- Take calls from Retailers and Customers experiencing technical issues·
- Troubleshoot the issue over the phone·
- Log all calls and solutions·
- Report reoccurring issues to your supervisor·
- Installs, modifies, and makes minor repairs to computer hardware and software systems.·
- Resolves tickets·
- Installs software and necessary applications for workflow.
- Trains users on new software in person or through a variety of tutorial channels, including self-guided training videos, user manuals, and digital instruction pages, often in collaboration with technical writers.
- Prepares reference material for users by drafting operation instructions
Qualifications and Skills
- Excellent problem-solving and troubleshooting skills.
- Experience working with computers·
- Strong communication skills·
- The ability to communicate technical information in an accessible manner to non-technical employees.
- A process improvement mindset.
- Software maintenance and testing capability.
- Basic knowledge of networking principles and operating systems.
- Customer-service focus.
- Collaborative mindset.
- Hands-on problem-solving ability.
- High School Diploma
Requirements
- 85% of English Proficiency
- Software and Hardware knowledge
- Prior experience in tech support, desktop support, or a similar role.
- Customer Service and Tech Support Experience (Must)
- Excellent communication skills (written and spoken)
- Patient, helpful, empathetic, good listener & professional
- Attention to detail and good problem-solving skills.
- Experience with remote desktop applications and help desk software. (Desired)
- Goals and people oriented
WE OFFER
Competitive salary
Bonuses
A great and positive workplace
Parking Subsidy
Life and Medical Insurance
Benefits and Discounts
Growth opportunities
Benefits by law (Bono 14, Aguinaldo, IGSS, IRTRA, Vacations)