Key Responsibilities
Serving as the first point of contact for customers seeking technical assistance over the phone, support portal or email
Identifying and assessing customers’ needs
Support for basic customer issues and requests related to IT systems and applications
Escalate service requests that cannot be scheduled within agreed service levels
Improve customer service, perception, and satisfaction
Maintain the Knowledge Base information
Important:
Capability to work PM shift (1: pm to : pm, Monday through Friday)
QualificationsQualifications
Qualifications
Proven experience in IT support, Service Desk, Technical Support or Customer Support
Good understanding of IT concepts (i.e. email, ︈︍︍︇︈︆︁︁AD, OS, Mobile devices etc.)
Excellent Communication Skills: You will be listening and speaking to people by phone, often in some state of distress. Your ability to listen, speak plainly, and communicate effectively will be necessary
Problem-solving skills: Ability to diagnose and resolve basic technical issues. You will need to be able to prioritize the most important situations
Customer-oriented and cool-tempered
Ability to work in a team and communicate effectively