TECHNICAL SUPPORT - BOSS REVOLUTION at IDT – Guatemala

TECHNICAL SUPPORT - BOSS REVOLUTION

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 salaryBonusesA great and positive workplaceParking SubsidyLife and Medical InsuranceBenefits and DiscountsGrowth opportunitiesBenefits by law (Bono 14, Aguinaldo, IGSS, IRTRA, Vacations)