Customer Service (C-522)

SMASH, Who we are?

We are agents for tech professionals in Costa Rica and Colombia that help them build careers in the United States. 

• We believe in long-lasting relationships with our talent. We invest time getting to know them as individuals and understanding what they are looking for as their professional next step. 
• We aim to find the perfect match. As agents, we make sure to pair our talent with our US clients, not only by their technical skills but as a cultural fit. Our core competency is to find the right talent, fast.
• We purposefully move away from the “contractor” or “outsourcing” type of relationship. Our clients don’t want contractors or “just a service.” Neither does our talent.

 Our Benefits

• Work from Home
• English Academy for Employees and Relative
• Business Skills Coach – Certifications
• Discounts with Tech Universities
• Events and additional Perks

We are seeking a dedicated and skilled Customer Service Help Desk representative to join our team. The ideal candidate will possess strong communication skills, basic IT knowledge, and a proactive approach to problem-solving. You will be responsible for assisting customers with IT-related issues and escalating more complex problems to our technical experts.

Key Responsibilities:

• Provide first-level support to customers experiencing IT issues.
• Diagnose and resolve simple IT problems or escalate them to a higher level of support.
• Utilize basic Service Desk software such as Ninja, Syncro MSP, or similar tools.
• Handle customer inquiries related to VMware HyperV or QuickBooks.
• Maintain detailed records of customer interactions and solutions provided.
• Ensure customer satisfaction through effective communication and follow-up.

Required Skills:

• Good English and Communication Skills: Ability to communicate clearly and effectively with customers.
• Basic IT Knowledge: Understanding of fundamental IT concepts and troubleshooting techniques.
• Problem Solver with Initiative: Ability to think critically and take initiative to solve problems.
• Experience with Service Desk Software: Familiarity with tools like Ninja, Syncro MSP, or similar.
• Knowledge of VMware HyperV and QuickBooks: Experience handling customer issues related to these platforms is preferred.