Technical Support Representative I - Spanish
WatchGuard Technologies
Mexico City, Federal District
hace 46 días

Duties and Responsibilities

Provide superior customer service and support to all customers by telephone, web, email, fax and chat

Ensure that all customer issues assigned to them are properly administered

Answer or distribute incoming customer support issues via telephone, web, email, fax, and chat

Follow established department protocols for escalation of issues that, for technical or customer management reasons, cannot be resolved within the confines of TSR I role

Assist with setup, configuration and troubleshooting of current WatchGuard products and integration with third party products

On more complex issues that require in-depth research, TSRs are responsible for coordinating testing with TSR II / Support Engineering, or as workload permits, conducting such testing on their own

Resolving the customer issue with the assistance of team resources

Self-learn technical aspects of WatchGuard and third party products as time allows

Qualifications

Must be fluent in both speaking and writing in both English and Spanish to include technical phrases and descriptions

1-2 years experience in technical support / helpdesk role troubleshooting TCP / IP, Network Security, Windows, Linux, and Macintosh environments or equivalent education

Bachelor Degree and / or equivalent, professional training certifications preferred

Proficient in Microsoft Office products

Familiarity with security protocols such as the IPSec protocol suite and Microsoft's PPTP / L2TP

Basic understanding of competitor products preferred

Good working understanding of WAN protocols such as PPP (including PPPoE), DHCP, Frame Relay, etc.

Strong understanding of basic TCP / IP networking, OSI model, Windows and Macintosh operating systems, PC hardware architecture

Strong desire to continue technical education through self-paced training programs within WatchGuard as well as outside learning facilities

Previous experience managing and administering WatchGuard products preferred

Excellent communication skills both written and verbal as well as excellent organizational skills

Ability to obtain a valid passport for possible travel opportunities

Working Conditions

Position works primarily in an office environment sitting for long periods at a time

Use of computer monitor and keyboard is required

Candidate may be require to work weekends and bank holidays

Overtime may be required as workload permits

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