Technical Support Agent

Location: Lagunilla, Heredia, Costa Rica (Hybrid)Education: High school DiplomaExperience: 1+ years in technical support
Summary• Manages environmental upgrades and handles support tickets for storage systems.• Ensures customer satisfaction through proactive communication and technical troubleshooting.• Coordinates with customers to maintain their storage arrays.• Processes RMAs and triages issues based on severity.• Applies best practices and documented procedures in technical support.• Requires strong communication, problem-solving skills, and a desire to deepen expertise in storage technologies.
Roles and Responsibilities• Perform environment upgrades, including managing change controls, scheduling, and compliance within customer environments.• Maintain install base requirements for customers and their storage arrays, applying best practices and routine maintenance.• Manage support tickets (proactive tickets), representing about 30% of workload.• Ensure RMA requests are processed promptly and accurately.• Triage support cases based on severity levels to prioritize responses.
Minimum Qualifications • Own and track customer issues using the ticket tracking system.• Maintain professional, clear, and consistent communication with customers regarding upgrades, maintenance, and case progress.• Apply documented troubleshooting steps to resolve routine issues efficiently.• Notify a Support Manager immediately of any critical customer issues.• Engage customers through live phone calls and connect them with appropriate resources when necessary.
Required Skills• Proven ability to resolve customer problems and manage escalations using internal and external resources.• Strong critical thinking and technical troubleshooting skills.• Basic knowledge of storage technologies such as SAN, Fibre Channel, Ethernet, iSCSI, and familiarity with operating systems like (Solaris, Linux, Windows, VMware), LANs & WANs Layers 1-3.• Willingness to learn advanced SAN, Fibre Channel, Ethernet, and iSCSI technologies.• Excellent written and verbal communication skills.
Desired Skills• Minimum 1 year of customer-facing technical support experience.• Associate’s Degree or equivalent 2 years of direct experience.