Company Description

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors as well as information and communication technology.

More information at www.boschservicesolutions.com

Job Description

Position Summary  

Ensure solution driven technical support by using troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus.  

General Job Responsibilities 

Working with customers/employees to identify problems and advising on the solution over the phone, emails, and chat. 

Logging and keeping records of customer/employee queries. 

Updating self-help documents so customers/employees can try to fix problems themselves. 

Customer Request, failure or complaint Log in (via all communication channel). 

In case of escalation create & forward ticket to level 2 

Give answers to known post/presales technical issues. 

Create knowledge base article & forward to level 2 for approval. 

Process online Chat. 

Process remote Support. 

Escalate serious complaints according to the established complaint process. 

Solve or forward configuration and application questions. 

Collect log files & configuration files & data bases. 

Forward non post sales Tech Support issue to related department. 

Active contribution for product improvement 

Perform other functions related to the position.   

Qualifications

Minimum High school diploma or studies in electromechanics, electrical, or electronic engineering.  

Technical background 

Customer service & electromechanics skills 

Advanced Operating Systems & Data Base knowledge in Windows - or similar experience 

Network knowledge is a plus.  

Cisco modules knowledge is a plus.  

Intrusion alarm systems knowledge is a plus. 

At least 1 year of experience in Technical Support Centers. 

Experience in technical support by telephone, chat, and email.  

Experience in a critical real-time environment. 

Experience in network fundamental knowledge IP products. 

Assertive communication and empathy. Excellent oral and written communication skills. 

Multi-tasking. 

Ability to work collaboratively in a team environment. 

English level B2+/C1  

Additional Information

Bosch Service Solutions Costa Rica (@boschcostarica) • Instagram photos and videos