The Support Center Technician provides technical support to L.L. Bean employees by diagnosing and resolving hardware, software, and networking issues while ensuring excellent customer service and timely resolution of incidents. This role is based in the Costa Rica Branch Office and plays a key part in maintaining documentation, identifying trends, and supporting continuous improvements within the Client Support Center.
What You'll Do
- Answer, evaluate and prioritize incoming requests for assistance from end-users experiencing problems with hardware, software, and networking issues.
- Ensure a timely resolution of incidents according to the established SLAs.
- Provide excellent customer service across all channels - telephone, voicemail, email, chats, or walk-ins.
- Effectively utilize and maintain a ticketing system with thorough documentation, appropriate impact, urgency, CI, and Assignment Groups.
- Identify and analyze trends in incidents and escalate to Senior Technicians/Client Support Manager/Support Group.
- Execute the Major Incident Management Process, which may require support from a Sr Technician.
- Look for process improvements and work with Senior Technicians to execute them.
- Build and maintain solid working relationships with key contacts from different departments.
- Participate in special projects within the team and the IS organization, as assigned.
- Remain proficient in technologies supported by the Client Support Center.
- Maintain clear, accurate and up to date information of the knowledge database.
- Lead Alignment Team meetings with key stakeholders.
- Share documentation and feedback with the team.
- Help with the training plan of new Technicians.
What We're Looking For
- Education Level: A technical degree or currently studying in a technical program
- English Level: C1 (Advanced)
- Intermediate knowledge of desktop environment, applications and various computer and network platforms.
- Advanced English communication skills (written, spoken, listening).
- Adapt easily to the technical level of the end user when communicating with them.
- Good understanding of the business function which is being supported.
- Excellent customer service skills, which can include dealing with difficult people.
- Work well in a changing environment, high adaptability.
- Build effective working relationships with others in local/remote locations.
- Good team player.
- Continuous process improvements mindset.
- Bias for learning.
Nice to Have
- 1+ years of technical experience
- Experience with administration tools such as mobile devices, network, security, and server management.
- Advanced in Microsoft products such as Outlook, SharePoint, OneDrive.
- Certifications such as: HDI Support Center Analyst, ITIL, CompTia or similars are a plus.
- Active Directory knowledge is a plus.
Technical Stack
- Microsoft Outlook
- SharePoint
- OneDrive
- Ticketing system
- Knowledge database
- Mobile device administration tools
- Network management tools
- Security management tools
- Server management tools
- Active Directory
Team & Environment
- Part of the Client Support Center team with Senior Technicians, Client Support Manager, and Support Group
- Reports to Senior Technicians/Client Support Manager/Support Group
Benefits & Compensation
- Benefits package designed to support health and financial goals
- Programs and perks to support work-life balance
- Opportunities to recharge outside as part of the company culture
- Inclusive work environment promoting belonging
Work Mode
- Local-country role based in Costa Rica
- Work location flexibility: Not specified
At L.L.Bean, we believe the outdoors brings out the best in all of us. We strive to reflect this every day in our commitments to employees and partners and in our efforts to promote belonging.
