Tier I Help Desk (Hybrid)

Zentech Consulting is looking for a Tier I Help Desk candidate. This position is responsible for great customer experience achieved by providing Remote Hardware, Software and Network Solutions to Internal and External Customers & reducing Customer downtime. This is a great opportunity to get your foot in the door with a fortune 500 company! Apply today!

Detailed Requirements:

✓ Provide an Excellent Customer Experience

✓ Solve Customer Hardware, Software and Networking problems at first contact using multiple Xerox Systems and Software Tools

✓ Proactively sell the benefits of diagnosing and resolving issues via Telephone, pings, email communication

✓ Resolve incoming Customer escalations through effective negotiation and escalate urgent issues to appropriate team as necessary

✓ Resolve issues on the first call and engage escalated groups as appropriate

✓ Contribute to knowledge systems to enhance solutions provided to customers

✓ Provide feedback on policies and procedures to continuously improve customer experience

✓ Maintain product knowledge

✓ Meet & exceed performance targets

Qualifications:

✓ Post-Secondary Education is an asset

✓ 1-2 years of related experience preferred

✓ Experience using Social Media technologies (Skype, Facetime, Google Duo)

✓ Experience with Apple and Android devices to support video conferencing

✓ Solid Problem-Solving Skills

✓ Ability to deliver results independently and as a part of a team

✓ Strong Organizational, Prioritization & Time Management Skills

✓ Critical thinking and decision making

✓ Ability to multitask effectively with attention to detail

✓ High level of achievement and self-motivation