Technical Resolution Expert

Há 1 mês


Porto, Porto, Portugal Jolera Inc. Tempo inteiro
About Jolera Inc.

Jolera Inc. is a leading provider of next-generation managed services, empowering IT solution providers to deliver world-class experiences for their clients.

Our team has over 20 years of experience servicing businesses worldwide, helping hundreds of MSPs and solution providers transform their operations.

Job Title: Technical Resolution Expert

$60,000 - $80,000 per year

This is an in-office position, requiring daily presence at our Porto location.

Job Description:

The Technical Resolution Expert represents the front line of Jolera Inc., delivering best-in-class resolutions for our customers and their employees/members.

You will demonstrate confident and appropriate communication skills both verbally and electronically, prioritizing tasks to ensure all customers receive a consistent level of assistance and customer service.

  • Process service tickets and assign them to appropriate service resources, as necessary.
  • Maintain service ticket ownership throughout the life of the support incident.
  • Educate end-users on technical matters and provide advice and guidance as needed.
  • Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff.
  • Document in detail the activities carried out as well as the technical information collected.
  • Identify and escalate production-critical issues to the appropriate groups.
Requirements:

To be successful in this role, you will need:

  • 1-3 years experience in a technical support role.
  • Relevant Degree/Diploma or equivalent.
  • Proven problem-solving and analytical skills.
  • Excellent attention to detail.
  • Strong ability to work within a team environment.
  • Ability to make sound judgment calls and escalate to senior resources when needed.
  • Able to lead conversations of a technical nature with end-users who may not have any technical expertise.
Benefits:

We offer a competitive compensation package, including a salary range of $60,000 - $80,000 per year, benefits, company perks, and career development opportunities.



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