We are looking for a customer service oriented Help desk specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company. This position foresees work in shifts and the work can be done from home.
Responsibilities
- Provide first level contact and convey resolutions to customer issues
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Update customer data and produce activity reports
- Walk customers through problem solving process
- Follow up with customers, provide feedback and see problems through to resolution
- Utilize excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation and closure
- Recommended procedure modifications or improvements
- Preserve and grow your knowledge of help desk procedures, products and services
Requirements
- Proficiency in English
- Manage and troubleshoot a basic network infrastructure.
- Install, operate and configure wired and wireless networks.
- Identify and explain common networking protocols and ports.
- Identify and troubleshoot performance and connectivity issues.
- Install, configure and differentiate between common network devices.
- Describe networking technologies and basic network design principles.
- MS Office (Word, Excel, Outlook, PowerPoint, Access); anti-virus programs
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
All candidates will receive training about custom systems and software tools. Proven working experience in providing help desk support will be considered as advantage.
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