Home Services Support N-2

hace 6 días


Rosario, Santa Fe, Argentina Millicom (Tigo) A tiempo completo

Home Services Support N-2 Funciones PrincipalesResponder llamadas de clientes con problemas técnicos o dudas.Brindar un trato amable, profesional y empático.Explicar de manera clara y sencilla las soluciones o procesos.Guiar al cliente en la solución de problemas básicos (reinicios, configuración, chequeo de conexiones).Programar visitas técnicas si el problema no puede resolverse por teléfono.Cumplir métricas como tiempo promedio de llamada, satisfacción del cliente y resolución en primer contacto.ResponsabilidadesAtender llamadas de clientes que reporten inconvenientes con los servicios de Internet, Cable TV y Telefonía Residencial.Diagnosticar y solucionar problemas técnicos relacionados con la conectividad, señal de cable, funcionamiento de dispositivos y otros aspectos relacionados con los servicios.Proporcionar asistencia técnica de primer nivel, indagando en el inconveniente de los usuarios para detectar el origen de las fallas.Realizar seguimiento a casos abiertos para asegurar la resolución de los problemas en tiempo y forma.Explicar a los clientes las soluciones de manera sencilla y comprensible.
Ofrecer recomendaciones preventivas para mejorar la experiencia del cliente con los servicios.Garantizar la satisfacción del cliente mediante un trato profesional y resolución efectiva de los inconvenientes.RequisitosExperiencia mínima de un año en soporte al cliente o servicio al cliente residencial.Estudios universitarios en ingeniería en sistemas de preferencia.Estudios técnicos en telecomunicaciones, redes, mantenimiento de computadoras o similares.Capacidad de análisis y solución de problemas técnicos.Orientación a logro de resultados y alcance de meta.Fuertes habilidades de comunicación telefónica y capacidad de escucha activa.Orientación al cliente y capacidad para adaptarse.Conocimientos TécnicosConocimientos en manejo y configuración de router.Conocimientos básicos de protocolo TCP/IP, VPN / DMZ, DNS, IPV4 / IPV6.Conocimiento de Configuraciones Wifi y comandos CMD.Conocimiento en Firewall.Conocimiento sobre redes HFC y FTTH.Conocimiento de sistemas operativos: Windows, MAC y Linux.Conocimiento de Mantenimiento correctivo y preventivo de computadoras (de preferencia).Conocimiento de programas de office.Competencias y HabilidadesConocimientos básicos de redes y telecomunicaciones (Wi-Fi, cableado, configuración de routers y módems).Manejo de software y herramientas de diagnóstico para verificar el estado del servicio.Escucha activa para comprender la necesidad del cliente.Explicación clara y sencilla de soluciones técnicas a personas sin conocimientos especializados.Empatía y paciencia para tratar con clientes frustrados o molestos.Capacidad de persuasión y negociación (en casos de retención de clientes o ventas adicionales).Gestión del tiempo para manejar múltiples llamadas sin afectar la calidad del servicio.Adaptabilidad y manejo del estrés en situaciones de alta demanda o clientes difíciles.Trabajo en equipo para coordinar con otras áreas cuando se requiera escalamiento.Proactividad en ofrecer soluciones alternativas si la primera opción no funciona.Compromiso con la calidad del servicio y cumplimiento de estándares de la empresa.Millicom | Tigo is proud to be an Equal Employment Opportunity employer committed to a diverse workforce and nondiscrimination policy in all aspects of employment.
We provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a disabled veteran or other protected veteran, or any other protected characteristic, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.

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