TECH SUPPORT VIDEO Job at Robert Bosch Group in San Francisco

• Legal Entity: Robert Bosch Service Solutions - Costa Rica Sociedad Anonima

Company Description

Bosch Service Solutions is a leading global supplier of Business Process Outsourcing for complex business processes and services. Using the latest technology and the Internet of Things, the Bosch division develops integrated and innovative service solutions in the areas of Mobility, Monitoring, and Customer Experience. Around 9,000 associates at 27 locations support national and international customers in more than 35 languages, primarily from the automotive, travel and transportation, and logistics sectors as well as information and communication technology.

General Job Responsibilities

1. Ensure solution driven technical support by using troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, and assistance with navigating around application menus.
2. Work with customers/employees to identify problems and advise on the solution over the phone, emails, and chat.
3. Log and keep records of customer/employee queries.
4. Log customer requests, failures, or complaints via all communication channels.
5. In case of escalation, create & forward ticket to level 2.
6. Provide answers to known post/presales technical issues.
7. Process online chat and remote support.
8. Escalate serious complaints according to the established complaint process.
9. Solve or forward configuration and application questions.
10. Forward non post-sales Tech Support issues to related department.
11. Contribute actively for product improvement.
12. Perform other functions related to the position.

Qualifications

1. Minimum High school diploma.
2. Studies/knowledge in networking is a must.
3. Technical background.
4. Advanced Operating Systems & knowledge in Windows storage - or similar experience.
5. Cisco modules knowledge is a plus.
6. At least 1 year of experience in Technical Support Centers.
7. Experience in technical support by telephone, chat, and email.
8. Experience in a critical real-time environment.
9. Experience in network fundamental knowledge IP products.
10. Assertive communication and empathy; excellent oral and written communication skills.
11. Multi-tasking ability.
12. Ability to work collaboratively in a team environment.