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 This position is Remote to work with a US Company, you will require to have Citizenship or work permit in Costa Rican or Colombian to apply for this role.
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.
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