Technical Support Associate - PH

Career Opportunities with Compass Experience Labs A great place to work. Careers At Compass Experience Labs Current job opportunities are posted here as they become available. We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business. Job Description Act as the primary point of contact for U.S.-based employees of a Quick Service Mexican Grill, providing technical support for store devices (POS systems, hardware, printers, scanners), network troubleshooting, and all company systems. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Documents incidents and resolutions and provides updates to the knowledge base where applicable. Provide excellent customer service to internal team members (inbound voice calls & backoffice offline work) while troubleshooting & resolving issues within scope & procedures. Qualifications 1-2 years of at least Tech Level 2 experience within BPO setting, IT service desk experience is a plus Strong technical proficiency in hardware and networking Good understanding of security best practices in a regulated business. Experience with network troubleshooting tools such as Prisma, Fusion, New Era, PuTTY, Switch, IP Calculator, CMC, etc is highly preferred Experience in POS troubleshooting is an edge, ALOHA experience is a plus Exceptional English communication skills (written and spoken) Technical & Hardware Requirements All agents must have a working camera to be used during training sessions and 1:1 conversation. Agents must have a working headset with a microphone, speakers are not permitted for us while on calls. Agents must be willing to have CrowdStrike be installed in their personal computer/laptop. All agents will be required to install third‑party software to run the screen capture module: Microsoft Windows Installer 2.0 or later Microsoft Visual C++ 2019 Redistributable 32‑bit Microsoft .NET Framework 4.6.2 or 4.7.x All agents will be required to download DUO Mobile on their mobile phones for multi‑factor authentication. Download speed must be at least 25 MBPS with latency (RTT) of Processor: Intel Core i5 with 500 GB HDD / AMD Ryzen 5 RAM: 16 GB Remote Work Details A fully remote work environment. This is currently a contract position, offering competitive wages. Comprehensive training on our products and services. A positive and growing work culture that values diversity and inclusivity. If you possess a compassionate nature, thrive in a customer‑centric role, and have a passion for assisting others, we encourage you to apply. #J-18808-Ljbffr