Core Support Technician

About the role

Coforge is looking for a Core Support Technician to join its hybrid team in Heredia, Costa Rica. The role focuses on delivering technical assistance, troubleshooting product issues, and ensuring a high level of customer satisfaction through effective communication and problem resolution.

Key responsibilities

• Assist in implementing and configuring products to meet specific customer environments.
• Communicate directly with customers to gather information and define technical issues or requests.
• Investigate, troubleshoot, and document technical problems.
• Manage the ticketing queue, ensuring timely resolution of reports and requests.
• Apply technical troubleshooting and analytical skills to resolve product‑related issues.
• Collaborate with internal teams to swiftly resolve customer problems.
• Provide feedback to support product enhancements and improvements.
• Conduct technical walkthroughs and webinars for customers.
• Answer incoming calls from Technical Coordinators to address questions and resolve issues.
• Support continuous improvement initiatives focused on customer satisfaction.
• Provide backup support for team members when required and participate in team meetings.

Required profile

• Minimum of 1 year of experience in a similar technical support role.
• Familiarity with standard concepts, practices, and procedures within the IT security field.
• Excellent verbal and written communication skills.
• Strong technical troubleshooting and analytical abilities.
• Excellent time‑management and organizational skills.
• Highly organized, results‑oriented, and able to work with minimal supervision.
• Demonstrated integrity, accountability, respect, and commitment.
• Strong collaboration and teamwork skills.

Required skills

• Technical troubleshooting
• IT security
• Ticket management
• Email protocols
• Firewalls
• Technical analysis