Location: Lagunilla, Heredia, Costa Rica (Hybrid)

Education: High school Diploma

Experience: 1+ years in technical support

Summary

- Manages environmental upgrades and handles support tickets for storage systems.

- Ensures customer satisfaction through proactive communication and technical troubleshooting.

- Coordinates with customers to maintain their storage arrays.

- Processes RMAs and triages issues based on severity.

- Applies best practices and documented procedures in technical support.

- Requires strong communication, problem-solving skills, and a desire to deepen expertise in storage technologies.

Roles and Responsibilities

- Perform environment upgrades, including managing change controls, scheduling, and compliance within customer environments.

- Maintain install base requirements for customers and their storage arrays, applying best practices and routine maintenance.

- Manage support tickets (proactive tickets), representing about 30% of workload.

- Ensure RMA requests are processed promptly and accurately.

- Triage support cases based on severity levels to prioritize responses.

Minimum Qualifications

- Own and track customer issues using the ticket tracking system.





- Maintain professional, clear, and consistent communication with customers regarding upgrades, maintenance, and case progress.

- Apply documented troubleshooting steps to resolve routine issues efficiently.

- Notify a Support Manager immediately of any critical customer issues.

- Engage customers through live phone calls and connect them with appropriate resources when necessary.

Required Skills

- Proven ability to resolve customer problems and manage escalations using internal and external resources.

- Strong critical thinking and technical troubleshooting skills.

- Basic knowledge of storage technologies such as SAN, Fibre Channel, Ethernet, iSCSI, and familiarity with operating systems like (Solaris, Linux, Windows, VMware), LANs & WANs Layers 1-3.

- Willingness to learn advanced SAN, Fibre Channel, Ethernet, and iSCSI technologies.

- Excellent written and verbal communication skills.

Desired Skills

- Minimum 1 year of customer-facing technical support experience.

- Associate’s Degree or equivalent 2 years of direct experience.

📌 Technical Support Agent (Lagunilla)
🏢 Movate
📍 Lagunilla