Job Closed
This listing is no longer active.
Technical Support Technician I
Location
Costa Rica
Posted
18 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Technical Support Technician I
TD SYNNEX
Role Description This is the first point of contact for the customers when they need to raise a request or incident ticket. The Level 1 position usually consists of technicians who have a working knowledge of the most common issues that might occur in an IT environment, including password resets and basic hardware triage. - Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible. - Log all Incident/Service Request details, allocating categorization and prioritization codes. - Provide first-line investigation and diagnosis of all Incidents and Service Requests. - Own all Incidents and Service Requests throughout the lifecycle. - Assign unresolved Incidents to appropriate Level 2 Support Group. - Keep users informed about their Incidents’ status at agreed intervals. - Verify resolution with users and resolve Incidents. - Escalate Major Incidents to the Incident Manager. - Escalate Incidents at risk of breaching SLA to Incident Manager. Qualifications - High School graduate is required. - Associate's Degree in Information Technology is preferred. - Certifications preferred: - Comp TIA Server A+ - CompTIA Network - 1 to 3 Years of relevant work experience is required. Requirements - Able to execute instructions and to request clarification when needed. - Possesses strong data entry skills. - Able to use common office equipment. - Able to demonstrate complex problem solving, critical thinking, and decision-making. - Able to recognize and attend to important details with accuracy and efficiency. - Able to communicate clearly and convey necessary information. - Able to converse and write effectively in English and other local/regional languages. - Able to interact effectively with higher levels of management (managers & above). - Understand, communicate, and collaborate effectively with people across various identities. - Able to adjust readily to change and adapt as needed. - Able to constructively work under stress and pressure when faced with high workloads and deadlines. - Able to work independently with minimum supervision. - Able to effectively multi-task. - Able to maintain confidentiality of sensitive information. - Able to collaborate and build solid, effective working relationships with others. - Able to talk on the phone (or wear a headset) for long periods of time. - Able to quickly learn/adapt to new systems and technology. - Able to use relevant computer systems and applications at an advanced level. Benefits - Elective Benefits tailored to your country to best accommodate your lifestyle. - Accelerate your path to success with formal programs on leadership and professional development, and many more on-demand courses. - Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program. - Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities. - Network with other new co-workers within your first 30 days through our onboarding program. - Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.
Related Guides
Related Categories
Related Job Pages
More Support Engineer Jobs
• Provide technical support to customers via phone, email, and chat • Diagnose and troubleshoot software issues • Collaborate with the development team to resolve complex issues • Document and track customer issues and problems • Assist in the creation of support documentation and knowledge base articles • Conduct training sessions for customers on software usage • Travel approximately 5% of the time to different customer locations and Dematic locations in the United States • Participate in an on-call rotation during non-business hours
Technical Support Representative
TapcartLaunch a mobile app for your Shopify store with no coding required.
• Provide responsive, accurate technical support to merchants via email, live chat, and phone during AEDT/AEST business hours, with a planned overlap window with our US team for handoffs. • Own the support queue end-to-end during APAC hours — triage, troubleshoot, resolve, and follow up. • Troubleshoot app behavior, Shopify integrations (themes, scopes, checkout), and third-party integrations like Klaviyo, Algolia, Yotpo, and Recharge. • Investigate issues across the Tapcart stack — including our React Native iOS/Android apps, Toolshed (our internal admin tool), and merchant builds in Bitrise. • Reproduce issues using device simulators, Charles/Proxyman, browser dev tools, and log readers; capture clean repro steps so engineering can act fast. • Triage and escalate bugs with well-scoped tickets in Asana as needed. • Proactively follow up on unresolved issues, communicate product changes that affect merchants, and surface trends to Customer Success and Product. • Contribute to our Intercom Help Center articles, internal Confluence runbooks, support macros, and Fin-powered AI workflows so we keep raising the floor on self-service. • Be the merchant's voice internally — share patterns, friction, and feature gaps with Product and Engineering and advocate for prioritization.
• Manage technical support tickets from intake through resolution, with an initial focus on Thunderbird’s subscription products. • Provide timely, thoughtful, and empathetic support that helps users feel heard, understood, and effectively supported. • Troubleshoot Level 1 and Level 2 technical issues, including account setup, email configuration, SMTP, IMAP, JMAP, DNS, email authentication, and Thunderbird desktop client issues. • Triage incoming requests to determine whether the issue is user error, configuration-related, a product bug, or a feature request. • Escalate complex issues with clear reproduction steps, logs, environmental details, and user impact. • Maintain accurate and complete support records in Zendesk or similar systems. • Monitor and respond to technical questions in Thunderbird community forums. • Monitor and respond to app store reviews, initially for Android and later for iOS. • Identify recurring user pain points, documentation gaps, product confusion, and emerging trends across support channels. • Share systemic issues with support leadership, product, engineering, or documentation teams so we can improve the experience for all users. • Create and maintain user-facing documentation, FAQs, troubleshooting guides, and internal support playbooks. • Help support Thunderbird ideas, feedback, or community engagement channels. • Participate in an on-call rotation, generally one week at a time, with cadence depending on team size and operational needs.
• Manage technical support tickets from intake through resolution, with an initial focus on Thunderbird’s subscription products. • Provide timely, thoughtful, and empathetic support that helps users feel heard, understood, and effectively supported. • Troubleshoot Level 1 and Level 2 technical issues, including account setup, email configuration, SMTP, IMAP, JMAP, DNS, email authentication, and Thunderbird desktop client issues. • Triage incoming requests to determine whether the issue is user error, configuration-related, a product bug, or a feature request. • Escalate complex issues with clear reproduction steps, logs, environmental details, and user impact. • Maintain accurate and complete support records in Zendesk or similar systems. • Monitor and respond to technical questions in Thunderbird community forums. • Monitor and respond to app store reviews, initially for Android and later for iOS. • Identify recurring user pain points, documentation gaps, product confusion, and emerging trends across support channels. • Share systemic issues with support leadership, product, engineering, or documentation teams so we can improve the experience for all users. • Create and maintain user-facing documentation, FAQs, troubleshooting guides, and internal support playbooks. • Help support Thunderbird ideas, feedback, or community engagement channels. • Participate in an on-call rotation, generally one week at a time, with cadence depending on team size and operational needs.
