630 - Jr Customer Tech Support

We need an English-fluent Jr Customer Tech Support, based in Heredia, Costa Rica, who is available to work hybrid.
We are looking for someone with exceptional communication and relationship-building skills, who embraces changes while maintaining strong attention to detail. An interested and proactive person, who's constantly learning and improving their skills.

Are you the one we are looking for?

Responsibilities:

• Investigate and resolve technical issues related to our products and data from external providers.
• Address usability problems, configuration issues, defects, performance issues, vendor issues, network issues, and hardware problems (mainly phones).
• Apply good network troubleshooting skills and experience to diagnose and resolve issues.
• Work with data storage solutions, particularly SQL databases.
• Show a passion for creating and maintaining knowledge articles to support our Knowledge-Centered Service (KCS) initiative.
• Document knowledge thoroughly and systematically, avoiding knowledge hoarding and weak documentation practices.
• Provide high-quality technical support and address customer needs efficiently and clearly.

Requirements:

• Experience in technical support or a similar role.
• Knowledge of network troubleshooting and configuration.
• Understanding of data storage and SQL databases.
• Strong analytical and debugging skills.
• Ability to perform effective and mature log file analysis.
• Excellent written and verbal communication skills.
• Passion for creating and documenting knowledge.