Technical Support Executive - Afternoon Shift

Description

Position Summary: We are seeking a technical support specialist to manage, document, and resolve user incidents, ensuring high-quality service and SLA compliance. Key Highlights: 1. Technical support request handling and follow-up 2. Efficient management and documentation of user incidents 3. Ensuring compliance with service level agreements (SLA) We seek a candidate focused on technical support request handling and follow-up, responsible for efficiently managing, documenting, prioritizing, and resolving user incidents while guaranteeing SLA compliance and high-quality service. · Responsibilities: Manage and track technical support tickets using helpdesk tools. Provide first-level support to users via phone, email, chat, and remote access. Record, document, and update incidents and requests in the designated platform. Route and escalate incidents to specialized teams when necessary. Ensure adherence to defined response times and service levels (SLAs). Maintain ongoing communication with users regarding the status of their requests. · Requirements: TSU or High School Diploma in Information Technology, Computer Systems, Informatics, or related field. Excellent service attitude and user-focused quality orientation. Familiarity with contact center (CC) and CRM tools. Proficiency in communication and computing tools. 6 months of Call Center experience (PREFERRED) · We Offer: Base monthly salary: $9,480.00 Monthly integrated bonus: $1,700.00 Statutory benefits Life insurance 100% contribution scheme Employee transportation Benefits club · Afternoon shift schedule: 12:00–20:00 hrs, Monday through Sunday, with one rotating weekend day off · At Eficasia, we promote talent acquisition processes grounded in equal opportunity, without distinctions or exclusions based on ethnic or national origin, gender, age, disability, social condition, health status, religion, immigration status, opinions, sexual preferences, marital status, or any other factor violating human dignity. Under no circumstances are medical certificates confirming non-pregnancy or HIV-negative status required as a condition for hiring, continued employment, or promotion.-Requirements- Minimum education: Upper secondary education – Technological High School Diploma years of experience Keywords: director, management, governance, regency, executive, managing, ejecutivo, support, apoyo, soporte, technologist, technician, tech, technology, tecnologia, tecnico, tecnologo