Technical support Executive - Bogotá, Cundinamarca
hace 17 horas
Descripción del trabajo
Resposibilities · Handle customer interactions across voice, chat, and digital platforms while maintaining consistent quality and brand tone.
· Deliver premium, white-glove technical support across voice and digital channels, ensuring brand-aligned communication and ownership of the end-to-end customer experience.
· Diagnose and resolve technical issues related to Sono's speakers, home theatre systems, and the Sonos app.
· Focus on achieving first-contact resolution by thoroughly addressing customer concerns and minimizing repeat interactions.
· Maintain accurate and detailed case notes within CRM platforms to ensure proper tracking and follow-up.
· Consistently meet established performance targets, including SLA adherence, customer satisfaction scores, quality standards, and productivity metrics.
· Identify situations that require advanced expertise and escalate complex cases to the appropriate teams.
· Stay informed about the latest product updates, feature releases, and service alerts to provide current and accurate support.
· Actively participate in ongoing training and skill-enhancement programs to continuously improve service delivery.
· Support new product launches.
· Assist in peer mentoring initiatives.
Experience · 1–3 years contact center/technical support experience.
· Working knowledge of TCP/IP fundamentals, basic router configuration, DHCP/DNS behaviour, mesh Wi-Fi environments, and wireless interference troubleshooting.
· Versant Score – Minimum B2 (Mandatory).
· Ability to interpret diagnostic logs and guide customers through structured remediation steps.
Job Type: Full-time
Ability to commute/relocate:
- Bogotá, Cundinamarca: Reliably commute or planning to relocate before starting work (Required)
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