About Us:Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.Position Overview:As a TSR L2, you will provide full internal or external support to resolve employee or customer technical issues.Primary Responsibilities:Manages the complete customer and internal employee support life cycle.Provides administrative reception and L1 and L2 customer support (phone, email, messaging).Configures customer hardware and software.Trains customers remotely.Sets up and maintains a complete laboratory environment.Writes and maintains testing scenarios and procedures.Trains employees and administers essential office hardware, networking, and productivity and specialized apps.Qualifications:Soft Skills:Proactive and empathetic approach.Patience.Problem-solving skills.Customer orientation and ability to adapt/respond to different types of characters.Ability to multitask, prioritize, and manage time effectively.Hard Skills:Basic computer skills.Excellent verbal and/or written knowledge of the required language (B2).Education:High school diploma or equivalent.Technical Requirements and Proficiencies:1 year of experience installing, configuring, and supporting customers' home automation systems.Proficiency in configuring basic general networking, router configuration, switches, VLAN, and QOS (i.E., Microtik, Araknis, or equivalent).Proficiency in configuring, installing, and supporting Microsoft Office/365, Google Workspace productivity applications, and Zuper or equivalent field service management systems.Proficiency or ability to quickly learn how to administer and provide basic customer support in 60 days:CCTV (i.E., Hikvision, Digital Watchdog, EagleEye, or equivalent).Card access (Hartmann Controls Protector.Net and Odyssey, Brivo, Rosslare, Axtrax, Salto, Keyscan, or equivalent).Home automation (i.E., Control4, Lutron, or equivalent).Intercom Systems (Aiphone, Comelit, Akuvox, 2N, etc.).#J-18808-Ljbffr
