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Client Support Technician bilingual Spanish - Atlanta, GA

Client Support Technician bilingual Spanish - Atlanta, GA

Summary:

 The world’s leading Queuing Management and Customer Flow Solutions Provider, has an immediate opening for a Systems Analyst in our Duluth, GA. Location.   We develop, manufacture, install and support a wide variety of hardware and software applications related to the business of Customer Flow Management.  With more than 30 years of experience in the design and deployment of Queue Management Solutions and over 50,000 installations worldwide, we have in-depth process knowledge of customer flow optimization in financial institutions, public sector offices, healthcare facilities and in retail environments.

 This position will be responsible for providing customer support for computer hardware, software and peripherals.   The individual will work closely with other members of the client support department, project managers and customers.  

 Duties and responsibilities:

  • Provide client support and technical issue resolution via E-Mail, phone and other electronic medium.
  • Configure software to connect to Internet application servers.
  • Provide training to clients in the use of system and applications as related to Internet.
  • Obtain general understanding of OS and application operations related to customers
  • Troubleshoot and resolve software applications
  • Diagnose and resolve hardware, software  and networking problems
  • Provide clear and concise data entry of all customer interactions into e-Journal
  • Follow up with customers to ensure problem is completely resolved
  • Adherence to call escalation procedures and proper issue documentation and customer data submission
  • Ability and knowledge to troubleshoot PC problems
  • Ability to work with application issues 
  • Ability to requisition replacement parts for faulty equipment 
  • Diagnose, troubleshoot and resolve Tier 1 software/hardware issues over the phone in a fast paced – dynamic environment
  • 24x7 application production support
  • On-Call rotation one day a week and one weekend per month
  • Answer incoming support requests  via phone, email, or web portal
  • Analyze problems or inquiries, assign appropriate severity levels and follow through on resolution in accordance with service level agreements.
  • Provide basic end user training to customers in the use of system as related to their solution.
  • Good understanding of past and current Microsoft Windows Operating Systems
  • Diagnose and resolve hardware and/or wiring failures
  • Articulate and document  all customer interactions into the CRM system
  • Follow up with customers to ensure problem is completely resolved
  • Adherence to call escalation procedures and proper issue documentation and customer data submission
  • Excellent documentation skills

Requirements & Skills:

  • Ability to learn the technical knowledge of company solutions
  • Strong communication skills
  • Strong computer networking skills
  • High level of professionalism
  • Ability to problem solve in detail
  • Highly motivated to learn the technical aspects of a proprietary technology solution.
  • Experience with Microsoft SQL Server or Oracle
  • 3- 5 Years  help desk\support  experience
  • Strong verbal and written communication skills
  • Collaborate with colleagues to troubleshoot and maintain client issues
  • Ability to work under pressure to meet Service Level Agreements
  • Ability to problem solve in detail
  • Ability and knowledge to troubleshoot PC problems
  • Intermediate SQL query construction and execution   
  • Ability and knowledge to review work orders, related schematic diagrams.
  • Good network troubleshooting skills
  • Fluent in French a plus
  • Fluent in Spanish a Plus
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