IT Customer Care
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Job Description
Providing IT support to customers and managing product implementation services remotely. Collaborating to improve team performance in a tech-focused company.
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.
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
- Understanding of Networking, DRM, Encoding and CDN is a plus
- Mandatory: Intermediate or Advanced knowledge in at least 1 of the 5 points.
- Excellent written and verbal communication skills; in Spanish and English (essential condition)
Benefits:
- We make a great effort to make sure that each of us who are part of Toolbox can achieve success and improve every day.
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