Junior Networking Agent – Audio Products (Entry Level) (On Site)

Objective
Are you passionate about music and technical support? We have a great opportunity for you in this role, you will be helping customers through inbound and outbound calls by demonstrating your outstanding technical troubleshooting skills.
Requirements
LOVE MUSIC! (must).Advanced English Speaker 85%> (must).Be able to work at the Heredia site (must)Full schedule flexibility to work on weekends and weekdays (must).At least 6 months of customer service experience in BPOs (must).Flexibility to work at Heredia (must).A minimum of 15 MB of internet speed at home (must).IT Essentials (Must).A minimum of 45 MB of internet speed at home (desired).Experienced with home network troubleshooting and configuration including wireless configuration, router settings, and Internet security software'sStrong communication skills and customer-service focus.Strong technical understanding of internet, networking, and computers is needed.Preferred, but not required - Background in Computer Science or relatable certifications.Commitment to contributing towards and enforcement of policy and procedures.Excellent analytical and problem-solving skills.Excellent writing and verbal communications skills.Ability to communicate and work directly with customers to identify and resolve technical issues.Ability to work the assigned shift, including nights, weekends, holidays, and on-call rotation, as required.
Responsibilities:
Proactively take ownership of open issues and interface successfully with other departments and multiple levels of management.Ensure customer satisfaction of each service request by maintaining service status, periodic review of calls concerning escalation timeframe, and timely closure.Determine further action or completion regarding customer cases received.Follow up with the customer until the issue is resolved.Identify, analyze, troubleshoot, and solve software and hardware issues for voice, internet, or data installation and connection issues.Work with music services and all operating systems (Mac, Android, Windows and iOS).Constantly learn, expand, and share your knowledge.To perform any other tasks, duties, or services requested by his/her immediate superior.