Technical Services Engineer - Bilingual - Portuguese + English

About the role

This is a Hybrid position (one week onsite in the office and one week remote/work from home) based out of our Chelmsford, MA headquarters (after completing initial training and meeting desired KPI's). Employees are welcome to work full time in the office if they prefer.

Responsibilities

• Provide world-class technical support for partners and end customers via inbound telephone, online helpdesk, and live chat cases
• Manage a high work volume with time-bound constraints
• Analyze problems and identify solutions by utilizing databases of existing issues, debugging tools and simple or moderate lab simulations
• Ensure escalations and handoffs are efficient by documenting cases clearly and completely
• Escalate and collaborate with Software and/or Hardware Engineering to see the problem through to resolution
• Develop subject matter expertise and train/mentor others
• Use troubleshooting skills to: perform lab replications, research more difficult problems, test engineering provided fixes to ensure the solution resolves the customer’s problem

Requirements

• Minimum 2 years’ experience in a call center-type environment with an excellent customer service background
• Secondary language skill: Portuguese with English (required)
• Knowledge of network routing and switching protocols
• Experience configuring PCs, installing various operating systems and software applications
• Experience configuring switches, routers, and other network-related components
• Ability to resolve issues and troubleshoot in an unscripted manner
• Excellent communication and interpersonal skills
• Self-motivated and energetic with a positive approach to problem solving
• Eye for details with good time management skills – must be able to handle multiple issues in an organized manner

Qualifications

• Fundamental understanding of physical access control and security systems
• Experience with Salesforce Service Cloud CRM system/help desk applications
• CCTV/IP Camera installation/configuration
• Basic understanding of electricity concepts
• Professional degrees/certifications: CompTIA, Cisco, Microsoft, PSP etc.

Physical Demands and Travel

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• Employee is occasionally required to lift 20-25 lbs
• Expected travel time for this position is 10% (domestic and international)

Shift and Language Requirement

11:30 a.m. to 8:00 p.m. shift, and Portuguese (required). Spanish or French language is always a plus.

Pay

• English only role: $36.06/hr ($75,000 annually)
• Bilingual (English + Portuguese or Spanish or French): $36.06/hr + $144/paycheck approx ($78,750 annually)
• Multilingual (English + 2 or more languages): $36.06/hr + $192/paycheck approx ($80,000 annually)

Benefits

• Employer-offered training as well as tuition reimbursement
• Health, dental, vision, and fitness/health and wellness programs
• Paid parental leave and dependent care reimbursement account
• Generous vacation benefit, plus a 3-week sabbatical on your 5-year anniversary (and every 5 years after)
• 401(k) program with employer matching