Customer Solutions Specialist - Remoto

Network Solutions (Networking & Wireless)

Client: Global Networking & Wireless Technology Vendor

Start: ASAP

Duration: 12-month renewable contract

Location: Costa Rica or Mexico

Overview: We are urgently seeking an experienced Technical Solutions Specialist to join our customer solutions team. This role involves resolving complex technical issues across Switching & Wireless hardware and software platforms while providing exceptional customer service. The ideal candidate will possess deep technical expertise, problem-solving skills, and the ability to mentor junior team members.

Key Responsibilities:

• Diagnose and resolve technical issues for customers, ensuring minimal disruption.
• Provide in-depth troubleshooting and technical support for hardware, software, and networking concerns.
• Respond to service requests via multiple channels (phone, email, remote support tools).
• Assist with proactive issue prevention and root cause analysis to enhance customer experience.
• Act as a mentor, guiding junior engineers in technical problem-solving and process improvements.
• Lead or participate in technical projects and customer engagement initiatives.

Required Qualifications & Experience:

• Bachelor's degree in IT, Computer Science, or related field (or equivalent experience).
• 5-7 years of experience in technical support or related roles.
• Strong expertise in ITIL practices and case management tools.
• Experience supporting enterprise-level hardware and software environments.
• Ability to work independently and provide leadership within teams.

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