Technical Support Specialist

hace 1 semana


Buenos Aires, Argentina ESET DACH A tiempo completo

Job Title: Technical Support Analyst

Job Summary:

The Technical Support Analyst provides advanced technical support to end-users, partners, and distributors, resolving complex technical cases. This role requires strong technical knowledge and excellent communication skills to deliver high-quality support services.

Responsibilities:

  • Resolve escalated technical cases, monitor progress, and ensure client satisfaction.
  • Escalate complex cases to third-level support, following established procedures.
  • Identify recurring issues and propose solutions or training to improve support efficiency.
  • Develop technical content for e-learning platforms, respecting publication schedules.
  • Participate in webinars, virtual classes, or events, providing technical expertise.
  • Conduct technical testing on new product versions, documenting results and generating reports.
  • Investigate advanced product features, documenting common troubleshooting situations and building test environments.
  • Operate and maintain the Technical Support Laboratory, ensuring it remains up-to-date and functional.
  • Document and update support processes, collaborating with the team to prepare articles for the Knowledge Base and other proactive support materials.
  • Provide second-level support to home clients, escalating issues to the Regional Support Center as needed.
  • Monitor Teamtech emails to identify common problems and propose solutions to improve local customer care.

Requirements:

  • Intermediate to advanced university studies in Software Engineering, Computer Engineering, or related fields.
  • At least 1 year of experience in similar positions, with advanced knowledge of the Windows platform.
  • Correctly diagnose, troubleshoot, and document common software problems.
  • Technical knowledge of Linux and/or Mac OS, programming skills, and networking administration.
  • Excellent communication and teamwork skills, with a strong service-oriented attitude.

Additional Information:

This role requires a high level of confidentiality, as it involves access to ESET licenses data and customer security information.



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