IT Customer Care

Summary

Join Toolbox, a leading technology company, as a Sr. IT Customer Care specialist. You will provide first-line response to customer IT issues, perform remote software implementations, and deliver timely client communications. Responsibilities include tracking support activities, collaborating on team performance improvements, and maintaining product knowledge. You will manage issues to resolution, monitor system alerts, and determine incident scope and impact. This role requires excellent communication skills in Spanish and English, along with intermediate or advanced knowledge in at least one of five specified technical areas (APIs, Swagger Management, Front-End/Back-End concepts, Video Player/Streaming, or Networking/DRM/Encoding/CDN). The position offers the chance to work on a collaborative team and contribute to a company impacting millions.

Requirements

• Basic or intermediate handling of APIs: Methods: GET, POST, etc
• Swagger Management: Management of inquiries to internal and external services (clients)
• Knowledge about "Front-End" and "Backend" concepts
• Understanding Video Player and Video Streaming
• Intermediate or Advanced knowledge in at least 1 of the 5 points
• Excellent written and verbal communication skills; in Spanish and English (essential condition)

Responsibilities

• Provide first line response for customers requiring assistance with information technology issues and problems
• Perform remote software implementations, and provide follow-up product support via telephone, email, and web-based contact channels
• Deliver professional and timely client communications regarding updates, ongoing support items, and product implementation services
• Thoroughly track, organize and document all product support related activities
• Be part of a collaborative effort to improve the team’s performance indicators (KPIs/Dashboards), through data collection and reports
• Develop and maintain a full understanding of Toolbox products and services and stay abreast of relevant industry trends and best practices
• Manage issues to resolution, updating the helpdesk system and communicating with relevant parties and managers
• Monitor/Maintain system alerts and escalate errors
• Quickly and accurately determine incident scope and impact of assigned tickets
• Follow up on tickets at predefined intervals until resolved
• Perform other duties as assigned
• Support the client through user acceptance testing, mock implementations, go-live and post go-live including tracking and ensuring correction of any defects found

Preferred Qualifications

• Understanding of Networking, DRM, Encoding and CDN is a plus
• Advanced knowledge in 2 or more points