Technical Support Representative

Qualfon Costa Rica is actively hiring Technical Support Representatives. The ideal candidate provides technical assistance and answers to customers questions, assisting users by troubleshooting problems with hardware or software.

In this role, you can enjoy the satisfaction of using your skills to help people while working in a positive and encouraging office environment.

OUR MISSION:

Qualfon is on a mission to help as many individuals as possible pursue their total vocation, create and an ever-growing number of career development opportunities, and be the partner of choice for all our clients.

• Further your education and earn a college degree through Qualfon University program
• FREE access to personal and professional support through the Qualfon care coaches program
• Medical, dental. vision benefits and life & accident insurance
• Competitive wages
• Opportunities to earn additional income through incentives
• Paid time off
• Paid training
• Employee discounts
• We lead by example to ensure our amazing team members and supervisors embrace and live the Qualfon Mission & Values
• Qualfon is dedicated to ensuring all team members have Fun@Work!

KEY RESPONSIBILITIES:

• Researches and resolves all customer inquiries and requests coming via inbound calls, e-mails, or chats.
• Provides customer education about devices, user interfaces, troubleshooting steps, and policies in a timely manner.
• Takes control of problems logically and with a clear understanding to ensure the appropriate customer outcome.
• Performs advanced hardware troubleshooting including installation and wiring support.
• Provides advanced support regarding systems and applications.
• Adheres to the internal compliance policy and guidelines established by Qualfon and the client.
• Documents technical customer issues into notes that are consumable by other users.
• Follows up with customer needs and team lead requests.
• Cooperates with special projects.

QUALIFICATIONS:

• Advanced English Speaker. Fluent in verbal and written English - 85% / B2
• Excellent customer service skills
• Strong analytical and problem-solving skills
• Ability to explain technical issues to technical or nontechnical users and customers. 
• Communication and interpersonal skills
• Proficiency in MS Office
• High School Diploma (preferred)
• Call center experience (preferred)
• Technical support experience (highly preferred)

WORK FROM HOME REQUIREMENTS:

• ·Desktop or laptop (Apple/Mac, Tablets or Smart devices, Windows Mini PCs, Chromebook, and Android systems are NOT compatible)
• Operation system – Windows 10 or newer
• Webcam-Video available
• The computer must have at least 4GB of RAM and a Processor speed – i3 4th generation or better
• High-speed Internet via wired ethernet connection, no Wi-Fi, Satellite or Cellular Hotspot or Cellular Internet
• Upload speed of 3Mbps; Download speed of 10 Mbps
• The Internet service provider (ISP) must be highly stable with 1% or less packet loss
• Latency under 100ms
• USB headset with noise-canceling microphone (Jabra, Plantronics, or Logitech are recommended) 3.5 mm headsets and gaming style headsets are not approved
• All Hires must have an available cell phone or tablet and be able to install our required 2FA software for Multifactor authentication on that device.

EMPLOYEE BENEFITS:

• Costa Rica mandatory benefits.
• Scholarship program at Qualfon University (Rochat School of Business).
• Care Coach program.
• Free access to online learning platforms (LinkedIn and Coursera).
• Medical benefits through MediSmart for full-time employees.
• Competitive wages plus bonus.
• Opportunities to earn additional income through incentives.
• Values-driven organization.
• USD salary
• Referral bonus