L2 Print Technical Support Heredia

Job Summary
Apply specialist-level technical expertise to troubleshoot laser and inkjet printer hardware and software issues for field technicians. Resolve complex problems through root-cause analysis and by recommending effective action plans.

Key Responsibilities
-Specialized Technical Support: Provide real-time technical solutions to internal company personnel deployed at client sites repairing equipment.
-Queue & Call Management: Handle incoming calls and requests through assigned tools. Ensure optimal use of the telephony system to minimize wait times and prevent team overload.
-Cross-Team Collaboration: Work alongside the expert team to deliver the fastest, most accurate, and efficient solutions for clients.
-Customer Service Excellence: Deliver top-tier support by utilizing strong customer service skills and effective communication.
-Risk Mitigation: Proactively prevent customer dissatisfaction scenarios and escalate visibility to the appropriate teams when necessary.
-SLA Compliance: Identify and ensure service levels are met according to the specific contracts acquired by the end user.

Key Requirements
-Language: 100% fluent in English (verbal and written, required).
-Education:High School Diploma.
-Technical degree or ongoing studies in IT, Computer Science, Hardware Support, or related fields.

Experience:
-Minimum of 1 year of experience in Customer Service.
-Proven experience in the repair and maintenance of computers, printers, or photocopiers.
-Technical Knowledge: Intermediate knowledge of networks and communications.
-Skills: Excellent verbal and written communication.

Core Competencies
-Instructional Clarity: Ability to provide detailed instructions and clearly explain action plans remotely.
-Active Listening: Capacity to deeply understand the issue described by the technician/client and match their sense of urgency.
-Proactivity & Drive: Goal-oriented mindset with a strong focus on problem-solving.
-Soft Skills: Positive attitude, excellent teamwork, and openness to constructive feedback.
-Adaptability: Quick learner with the ability to adapt to changing technological and operational environments.

Work Modality: Hybrid (Work from Home / Office split).
Schedule: Monday to Friday.