Job Description
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
Qualifications:
- Experience in providing Help Desk support or similar role
- Proficiency in English
- Working knowledge of Help Desk software, databases and remote control
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- Degree in Information Technology, Computer Science or equivalent is preferred
This is a remote position.