Fielding contacts from End Users via Chat, telephone and email.
Clearly document support issues and all steps performed in Service Now ticketing tool.
Update cases and communicate with clients following incident lifecycle protocols.
Raise customer issues through the accurate channels.
Recognize and prioritize tasks arriving to dedicated queue.
Provide all internal clients with a dedicated, positive and efficient service at all times.
Be held accountable for measurable key performance indicators including resolution time and rate, contacts handled per day, client happiness, among others.
Ensure top quality of data for incidents handled by the team.
You Offer
High School Diploma/ GED
Equivalent work experience of 2 years in a similar type role
Technical Certificate or related education highly preferred!
Proven experience as an IT Support/Help Desk Tech or other customer support role
Do you possess ability to diagnose and resolve basic technical issues?
Good understanding of WAN/LAN Networking & VPN Solutions
Good knowledge of VOIP and POTS Telephone Systems and Efax
Basic understanding of Mobile Devices including iOS and Android
Able to set up email on any device using IMAP or Exchange Protocols!