Technical Support Representative
Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support
In short
Responsibilities
- Provide timely support to customers through phone, email, and web-based channels.
- Receive, document, and route technical inquiries to the appropriate teams when specialized support is required.
- Validate customer support entitlements and assist with exception handling when appropriate.
- Create, maintain, and update customer records while ensuring data accuracy and integrity.
- Troubleshoot and resolve technical issues related to product activation, installation, implementation, and maintenance.
- Take ownership of customer interactions throughout the resolution process, coordinating with internal teams as needed.
- Escalate complex issues while maintaining clear communication and ensuring a positive customer experience.
- Apply knowledge-centered support practices to capture, document, and share technical knowledge.
- Create and enhance knowledge-base content that enables customers to find solutions independently.
- Continuously develop technical knowledge and stay current on products, tools, and support processes.
Requirements
- Current studies toward a bachelor's degree in engineering, science, technology, or a related technical field; or technical education in areas such as information technology, electronics, manufacturing, automation, automotive technology, or similar disciplines.
- Alternatively, experience providing technical support, customer assistance, troubleshooting, or related technical services.
- Ability to communicate effectively in English, both written and verbal.
- Strong analytical and problem-solving skills.
- Ability to learn new technologies, tools, and processes in a dynamic environment.
- Commitment to delivering a high-quality customer experience.
- Ability to work effectively both independently and as part of a collaborative team.
Desired Qualifications
- Experience supporting customers in a technical, engineering, or software-related environment.
- Knowledge of electronic circuits, electronic instrumentation, or test and measurement technologies.
- Understanding of networking fundamentals and related equipment.
- Familiarity with one or more programming languages.
- Experience troubleshooting technical issues in hardware, software, or integrated systems.
- Ability to identify root causes, evaluate options, and develop effective solutions.
- Experience creating or contributing to knowledge articles, technical documentation, or self-service resources.
- Demonstrated ability to collaborate across teams and build productive working relationships.
Benefits
- Competitive benefits plans
- Variety of medical insurance plans
- Employee Assistance Program
- Employee resource groups
- Recognition
- Flexible time off plans
- Vacation and holiday leave
Skills
About Emerson
Emerson is a leading global technology, software, and engineering company providing innovative solutions for customers in industrial and commercial markets. We help customers in the world’s most essential industries solve the biggest challenges of modern life. Every day, our global workforce fulfills our unified Purpose and lives out the Values we hold close as an organization: Integrity, Safety & Quality, Support Our People, Customer Focus, Continuous Improvement, Collaboration, and Innovation. Across the globe, we are united by a singular Purpose: We drive innovation that makes the world…
Company
EmersonJob Posted
2 days ago
Employment Type
Full Time
Work mode
Hybrid
Experience Level
Associate
Locations
Escazú, Costa Rica
Qualification
Applicants
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