At Ole, our mission is to produce the finest Authentic Mexican inspired products with an unwavering commitment to quality and freshness. We believe that holding a seat at your dinner table is the ultimate compliment, and we strive to help families create wholesome, fun, and authentic eating experiences.

Job description

Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.

Responsibilities

• Respond to requests for technical assistance in person, via phone, chat or email
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard help desk procedures
• Log all help desk interactions
• Administer help desk software
• Follow up with customers and users to ensure complete resolution of issues
• Redirect problems to correct resource
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Resolve technical problems with local area networks and wide area networks
• Prepare activity reports
• Inform management of recurring problems
• Stay current with system information, changes and updates
• Help update training manuals for new and revised software and hardware
• Train and support over 700 users on mobile applications, manage back-end servers, configure mobile devices and routes using proprietary software
• Update and maintain hardware, including mobile devices and printers
• Apps QA, ensuring apps perform to company expectations and minimize downtime.
• Apps backend servers QA, performance and conducting daily sanity checks to ensure system working properly.

Requirements

• Bachelor’s degree preferred
• Working knowledge of fundamental operations of relevant software, hardware and other equipment
• Experience researching, analyzing and interpreting automated system problems
• Knowledge of relevant call tracking applications
• Experience in customer service practices
• Related experience in troubleshooting and help desk support
• Knowledge generating reports and charts
• General knowledge on setup and configuration of zebra, O’Neal or Honeywell printers
• Bilingual English - Spanish preferable
• This is not a remote job

Key Skills and Competencies

• Oral and written communication skills
• Customer service orientation
• Problem analysis
• Adaptability
• Team interaction
• Planning and organizing
• Attention to detail
• Stress tolerance
• Manage and react favorably to stressful situations.
• Multi-tasking
• Project management
• Able to perform task alone or in group situations following specific instructions
• Bilingual English- Spanish (preferable).

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