L1 Technical Support Engineer

Technical Support Engineer

Job Type: Long Term Contract

Location: Irving, Texas

Work Hours & Rest Days: US Day Time (8-hour roster between 8AM – 8PM CST Time). Availability to work a flexible schedule, including Saturdays and Sundays is essential. Weekdays off will be provided in such cases.

No prior device experience? No problem! Comprehensive training will be provided by client for all devices where support needs to be provided.

Language Skills Required: Bi-Lingual (Spanish + English)

Job Description: We are looking for experienced candidates to provide phone-based support to international customers in a technical process. This individual will provide customers with the highest level of support including technical troubleshooting, account maintenance, provide customer education and triage issues to Level-2 and Customer Care team. The ideal candidate must be able to understand basic troubleshooting methodologies for a consumer technology product with excellent focus on customer service. They must have the ability to monitor, follow up and take complete ownership of customer issues. As a technical support representative, you'll work directly with our customers over phone. Our team focuses on helping our customers directly with issues they are experiencing with our product or its functionality. Our ideal hire is motivated by what we're doing as a company, believes in the importance of quality support, and is eager to contribute to the success of our customers. Training would be delivered in English language and all training related content and product documentation would be in English language.

Roles & Responsibilities:

• Handle customer issues in Spanish and English language via phone calls for a technology product in home network
• Troubleshoot technical issues pertaining to products in WiFi surveillance cameras
• Provide active updates to the customer until the issue has been resolved
• Triage issues to Level-2 and Customer Care team in other global locations
• Accurately document cases in-line with process requirements
• Draft and send email follow-ups to the customer about cases that are being handled
• Maintain a positive attitude and calmly resolve issues customers face with the product

Other Skills:

• Excellent oral and written communication skills in Spanish and English language is a must.
• 1-2 years' experience in providing phone-based support for customers in a technical process.
• Well versed in computer systems and navigating mobile apps.
• Basic knowledge of computer networking principles (Internet, LAN, Wi-Fi) and operating systems.
• Exhibit highly customer-centric behavior.
• Hands-on problem-solving ability.
• The ability to communicate technical information in an accessible manner to non-technical customers.
• Good understanding of customer service processes, tools and best practices with a strong customer-centric focus.
• Excellent problem-solving and troubleshooting skills.
• Ability to multi-task (Speak to customers on phone and type case notes in concurrence).