IT - Customer Support Analyst - Axelon Services Corporation

Job title: IT - Customer Support Analyst - 1st Shift
Location: Miami, FL (4 days onsite with flexibility for 1 day remote)
Language Requirements: Bi-lingual in Spanish/English is required; Portuguese is a plus.

Position Overview

The Associate Tech Support Agent will serve as a primary point of contact for resolving technology-related issues faced by customers. This role involves troubleshooting and analyzing technical problems, providing effective solutions, and documenting customer requests. The successful candidate will need strong technical aptitude, excellent customer service skills, and the ability to work effectively in a team environment.

Responsibilities

• Act as a contact for resolving technology-related issues via telephone, email, web, etc.
• Diagnose, resolve, track, escalate, and document basic software, hardware, and technical problems.
• Record and manage customer requests in the call tracking system; ensure accurate and thorough documentation.
• Provide input to update the knowledgebase and suggest procedural improvements.
• Alert management and team members when a major problem is suspected.
• Follow established policies and procedures while making sound business decisions and maintaining attention to detail.
• Work effectively with customers and co-workers to meet and exceed service goals.

Qualifications

• Strong interpersonal and communication skills for interacting with customers and team members.
• Basic knowledge of Windows Operating Systems and PC literacy.
• Good problem-solving skills and decision-making ability.
• A strong desire to learn and grow within a fast-paced, demanding work environment.
• Ability to work well in a team setting and contribute to team goals.
• Strong written and verbal communication skills, with effective listening capabilities.
• Attention to detail and adherence to documented policies and procedures.
• Ability to stay organized, motivated, and manage time effectively.
• Associate degree in Computer Science or a related discipline preferred, or at least one year of IT or related field experience, or an equivalent combination of education and work experience.

Preferred Qualifications

• Proficiency in Portuguese is a nice-to-have additional skill.