Technical Support Agent (Tier 1)

Reporting to the Global Operations Manager, in the Global Customer Services (GCS) department, the Communication Agent serves as the first point of contact between the Company and its customers for all systems issues. This person is responsible for effectively communicating information to the customer as well as a variety of operational departments involved in Customer Service. The interactions with customers must be professional, instill confidence and establish a high level of credibility.

Roles and Responsibilities:

• Handle email, fax and in-person requests.
• Collect all information available, identifying the caller and the problem.
• Process the call through ITSM, either updating an existing ticket or creating a new ticket.
• Identify and assign a "problem type" to the ticket.
• Assign ticket to the proper discipline's queue.
• Follow the progression and status of requested calls; provide management with visibility of status.
• Inform and update users of periodic interventions that have been scheduled for their site.
• Update schedules and report customer/user issues back to the Project Manager.
• Maintain intervention reports.
• Handle special projects as assigned.

Who you are:

Driven, detail-oriented, and highly organized. You work well under pressure and are not afraid of doing hard things. You are a strong individual contributor but takes the lead in a team environment. You are an active problem solver and know how to find solutions. You take extreme ownership in all aspects of your work and share credit when credit is due. You can manage competing priorities and execute on agreed upon timelines. You have strong analytical and problem-solving skills and care deeply about the quality of excellence in our products, and for our clients, and will work hard to make sure they are taken care of. You're a proactive thinker that is always looking for ways to enhance the current processes.
You have excellent written and verbal communication skills and can effectively communicate professionally and personally to other development teams and their Managers. You want a tenured, meaningful career with Leads that lets you dig deep and plant roots. You are energized by the fact that we are a fast-growing, mission-driven, innovative, and acquisitive team - looking for other bright minds to make us and themselves better along the way.

This might be you if you have the following:

• Minimum 3 year of service as a Customer Service in a Technical Support Center environment.
• Technical Degree or Technical Certifications in Hardware or Software
• Experience with Support Center software, such as Sales Force, Service Now, ITSM, HEAT, Remedy, Clarify, or other similar programs
• Excellent verbal and written communication skills.
• External/Internal Customer Focus
• Results Driven/Initiative
• Interpersonal Skills
• Ability to plan, organize, and prioritize
• Detail oriented
• Required fluency in Portuguese, Spanish and English. Polyglot candidates preferred.

LeadsOnline is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics.

• Largo, FL, USA