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Customer Technical Support - Heredia

T&TA de CentroamericaHeredia, Herediacomputrabajopublished 09/24/2026
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Job Description:

Customer support for LaserJet and Inkjet technologies. English support for North American customers (end-users and partners). Support for end-enterprise customers with DMPS contracts. Delivery of tasks of a highly complex nature requiring a high degree of independent judgment, initiative, and application of processes learned during training. Management and searching for the correct resources and processes to handle the most unique situations.

General Profile:

  • Work independently while using established processes and logical troubleshooting to address customer issues.
  • Successfully resolve certain printer issues where deep technical knowledge is not required.
  • Answer service, product, contract, and other questions available in the system.
  • Proactively help customers prevent or reduce the occurrence of issues: First Time Fix.
  • Follow up on created cases to ensure customer satisfaction and confirm problem resolution that will generate promoters.
  • Documentation of the reported issue, troubleshooting steps, solution, and all necessary details for a complete and robust customer experience and potential case analysis.
  • Utilize the knowledge base, tools, documents, and resources for all related support activities.
  • Actively participate in training (learning and nesting phases) by engaging, arriving on time, and avoiding distractors.
  • Comply with all processes, steps, and documentation related to case dispatch and parts recommendation.
  • Schedule flexibility to adjust to business requirements.
  • Comply with inquiry-escalation processes.

Academic Profile:

  • Completed High School Diploma (Bachillerato en Educación Media).
  • Technical High School Diploma.
  • C1 English proficiency.

Work Experience Profile:

  • 1-2 year in similar jobs.
  • Call Center.
  • Bilingual Tech Customer Service.

Skills:

  • Customer Care and IT knowledge.
  • Empathetic.
  • Active and effective communication.
  • Ability to communicate assertively (capable of receiving and sending feedback).
  • Positive and growth mindset.
  • Adaptable to embrace change.

Requerimientos

  • Educación mínima: Bachillerato / Educación Media
  • 2 años de experiencia
  • Idiomas: Inglés
  • Conocimientos: Análisis de fallas, Impresión, Inglés, Soporte técnico, Resolución de problemas del cliente, Asistencia técnica

Palabras clave:

apoyo, support, soporte