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Desarrollo y Administración de Bases de Datos en Las Flores
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Desarrollo y Administración de Bases de Datos
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Soporte Técnico N163840291156353120
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Soporte Técnico N1
**Soporte Técnico Nivel 1** El Nivel 1 es nuestra "primera línea" de comunicación con nuestros clientes y revendedores respecto a consultas de soporte técnico y reporte de defectos para su resolución. Se requiere un alto nivel de habilidades comunicativas para mantener una comunicación superior (tanto en calidad como en puntualidad) durante las interacciones. El personal del Nivel 1 debe esforzarse por resolver cualquier problema que pueda, pero también debe ser rápido en escalar aquellos que estén fuera de su conocimiento y conjunto de habilidades, aprendiendo algo nuevo en cada una de estas interacciones. Los clientes que trabajen con el Nivel 1 deberían convertirse en defensores del soporte de Teamwork Pro. **Objetivo** Ser el principal responsable del éxito con los clientes y revendedores respecto a problemas técnicos, mediante una comunicación superior (calidad y velocidad) y abordando rápidamente los problemas o incidencias, resolviéndolos de forma competente hasta lograr la satisfacción del cliente. **Propósito** Eliminar fricciones en el comercio mediante la rápida resolución de problemas técnicos. **Resultado final** Los problemas de soporte técnico y servicio al cliente se abordan y gestionan con rapidez y competencia, superando las expectativas del cliente/revendedor, lo que resulta en clientes y revendedores de Teamwork convertidos en defensores. Responsabilidades El soporte de Nivel 1 trabaja directamente con nuestros clientes mediante llamadas telefónicas, software de acceso remoto, chats en línea y correos electrónicos para resolver rápidamente problemas de soporte técnico. El representante de soporte de Nivel 1 utiliza excelentes habilidades orales y escritas para determinar rápidamente la naturaleza de cualquier problema y proporcionar respuestas claras y concisas para resolverlo satisfactoriamente lo más rápido posible. El Nivel 1 es el punto de contacto principal a nivel de fallas/reparaciones. En otras palabras, cuando surge un problema de cualquier tipo que parezca indicar que algo (hardware o software) no está funcionando como se espera, el personal del Nivel 1 es la primera persona de contacto en el momento en que se reporta el problema, y debe exigir permanecer como contacto principal hasta la resolución completa del mismo. Mediante el establecimiento adecuado de las expectativas del cliente sobre la resolución, el representante de soporte de Nivel 1 mantiene al cliente tranquilo mientras resuelve el problema o trabaja con el equipo para solucionarlo. Antes de escalar el problema al siguiente nivel, se espera que los representantes de Soporte Nivel 1 resuelvan cualquier problema para el cual hayan recibido formación y/o dispongan de las herramientas necesarias. A medida que crece el conocimiento interno y se crean nuevas herramientas para resolver incidencias de soporte, este puesto sigue expandiéndose. El Nivel 1 opera en varios turnos diferentes para poder apoyar a nuestros clientes y sus horarios, e incluye llamadas preprogramadas, fines de semana de guardia y soporte durante días festivos. Adicionalmente, los representantes de Soporte Nivel 1, debido a la naturaleza íntima de su trabajo con los clientes, deben "hacerse responsables" de todos los problemas que inician. Según otras directrices, el Nivel 1 escalará un problema si no logra avances durante un período de entre 30 y 60 minutos. Sin embargo, incluso después de escalar un problema al Nivel 2, al líder de soporte CSM o al Nivel 3, el representante del Nivel 1 sigue siendo responsable de hacer seguimiento al progreso del caso escalado y asegurarse de que el cliente sea atendido y el problema resuelto. Al hacer esto, la confianza en el Nivel 1 como punto de contacto (POC) crecerá y se mantendrá fuerte. Calificaciones y Habilidades * Atender llamadas de clientes y responder preguntas para resolver problemas * Responder solicitudes por correo electrónico de clientes para resolver dudas o problemas * Utilizar el software remoto BOMGAR para atender solicitudes del servidor del cliente * Usar sistemas de tickets Jira para recibir, gestionar y resolver tickets de soporte para clientes * Trabajar colaborativamente con otros representantes de Soporte Nivel 1 * Escalar problemas y trabajar en colaboración con el personal del Nivel 2 y Nivel 3 * Registrar todo el tiempo dedicado a tareas, tickets y proyectos realizados durante el día * Registrar todos los problemas de software en la base de datos de aseguramiento de calidad y realizar el seguimiento correspondiente Tipo de puesto: Tiempo completo Sueldo: $15,000\.00 \- $25,000\.00 al mes Beneficios: * Seguro de vida Pregunta(s) de postulación: * ¿Vives actualmente en Querétaro? ¿Puedes trabajar esquema híbrido en oficinas en Juriquilla, Querétaro? Experiencia: * SQL: 1 año (Obligatorio) * help desk: 2 años (Obligatorio) Idioma: * Inglés avanzado (Obligatorio) Lugar de trabajo: remoto híbrido en 76230, Jurica la Solana, Qro.
Blvd. Juriquilla 252, Jurica Acueducto, 76230 Juriquilla, Qro., Mexico
15,000-25,000 $MXN/año
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