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Job Information
Job title

Tier 2 Technical Support - 2104

Company Encore 2
Wage between $0.00 - $0.00 Hourly
Location United States, Texas, Flower Mound
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 8/13/2009
Description
Tier 2 Technical Support

Must speak fluent Spanish

The primary role of the Tier 2 Technical Support is the customer's secondary contact with the company. The position is responsible for further troubleshooting, determining the cause, and resolve the problem that has been escalated from Tier 1 Technical Support.
The successful candidate must be able to communicate effectively, present a professional and courteous interface to the customer. This position requires a strong analytical skill, "hands on" approach and the ability to work in a fast pace entrepreneurial environment.

Knowledge/Skills may include:
Required
Must be proficient with computers (PCs)
Must be proficient with Internet jargon (HTTP vs HTTPs, cookies, DNS, Ping, Traceroute, etc)
Must be proficient with CPE terminology (ATA, AP, Router, Modem, DSL vs Cable, 480p vs 720p vs 1080p, component vs HDMI, etc)
Must be proficient with networking terms (TCP/IP, DHCP, DNS, etc)
Must have proficient troubleshooting skills
Must basic OS understanding for Windows and Linux (Windows: Configure TCP/IP settings, use command prompt; Linux: Understand top, ports)
Must understand basic media jargon (JPG, WMV, MP3, etc)
Must have basic DB understanding (tables, queries, etc)
Must have basic understanding of VOIP (should be able to explain the basic difference of VOIP vs PSTN voice service)
Must be able to engage customers in a professional manner (be courteous, be calm, be friendly)
Must be able to multitask (be on a call, surf Use Cases, open ticket, etc)
Must be able to learn quickly
Must be able to work flexible hours
Must be fluent Spanish
Must be able to speak English

Knowledge/Skills may include:
Required
Must be proficient with computers (PCs)
Must be proficient with Internet jargon (HTTP vs HTTPs, cookies, DNS, Ping, Traceroute, etc)
Must be proficient with CPE terminology (ATA, AP, Router, Modem, DSL vs Cable, 480p vs 720p vs 1080p, component vs HDMI, etc)
Must be proficient with networking terms (TCP/IP, DHCP, DNS, etc)
Must have proficient troubleshooting skills
Must basic OS understanding for Windows and Linux (Windows: Configure TCP/IP settings, use command prompt; Linux: Understand top, ports)
Must understand basic media jargon (JPG, WMV, MP3, etc)
Must have basic DB understanding (tables, queries, etc)
Must have basic understanding of VOIP (should be able to explain the basic difference of VOIP vs PSTN voice service)
Must be able to engage customers in a professional manner (be courteous, be calm, be friendly)
Must be able to multitask (be on a call, surf Use Cases, open ticket, etc)
Must be able to learn quickly
Must be able to work flexible hours
Must be fluent Spanish
Must be able to speak English

Preferred
Have in depth VOIP understanding
Have in dept OS (Linux and Windows) understanding
Have in depth Video and Audio home CPE equipment knowledge (connectivity, configuration, etc) analysis skills
Must Speak Fluent Spanish.df-tc

Experience/Skills
See Above
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