Technical Support Representative (Kingston, Jamaica) - Fusion BPO Services Limited

Begin your career at Fusion CX as a Technical Support Representative. We are looking persons who are excited about researching, diagnosing, troubleshooting and identifying solutions to resolve issue.

Technical Support Representative

Duties/Responsibilities:

• Identifies, investigates, and resolves users problems with computer software and hardware.
• Support field technician needs via emails and phone calls and other approved support channels.
• Support techs in the field related to network connectivity/structured cabling, Wi-Fi installations & support, audio conferencing and distribution systems, media/video display and distribution systems, security, burglar, and fire alarm services Applies knowledge of computer software, hardware, and procedures to solve problems.
• Help manage on-site labor, troubleshoot, and direct calls to ensure successful completion of work assignments by field technicians.
• Maintains advanced user standards and compliance within the Telaid CRM/ERPand RAMP work assignment applications
• Perform “triage” to troubleshoot tickets before dispatching to field technicians.
• Address escalations from clients, partners, or field technicians to discern if additional charges are warranted.
• Exhibit professional correspondence in a tactful, diplomatic, and honest manner with all levels of staff, field technicians, business partners, and customers.
• Perform other work-related duties as assigned by management

Required Skills/Abilities:

• Excellent problem-solving and troubleshooting skills.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant telephone manner.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Proficient with Microsoft Office Suite or related software.
• Proficient with or the ability to quickly learn an array of computer hardware and software.

Education and Experience:

• Three (3) CXC subjects or related field preferred.
• At least one year of experience in customer technical support highly preferred.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Flexible shifts -24/7

PLEASE TAKE ALONG

• A COPY YOUR RESUME
• ID
• NIS
• TRN
• BIRTH PAPER
• QUALIFICATIONS
• ONE (1) PASSPORT SIZE PICTURE
• PEN

Fusion BPO Services Ltd
153 Orange Street, Kingston
TEL# 876-619-8000-1

Email: jamrecruitment@fusionbposervices.com