Descripcion
Duties/Tasks and Responsibilities
•Serve as an escalation point providing technical assistance to client base
•Respond to user requests for service and determine nature of support needed
•Resolve problems for clients via telephone, email, chat, and web sessions
•Investigate error messages and provide guidance to clients and internal users
•Configure, maintain and answer inquiries regarding computer software and hardware operations
•Maintain record of daily data communication transactions, problems and remedial actions taken, and installation activities
•Utilize and write documentation through tools provided in the Knowledge Base and other resources
•Research technical issues and problems using all available resources including other staff, Knowledge Base, documentation, and Internet where appropriate
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Requisitos - Requirements
Required Skills
•Bachelor's degree and a minimum of 2 year of related experience or equivalent.
•CompTIA A+ certification will help
•Excellent phone handling skills
•Excellent command of written & oral communication (in English Language)
•Experience working in service desk environment
•some help desk Tier will be good
•Competency in MS Office Suite 2010/2013 and Office 365
•Competency in call center tracking tools
•Customer service orientation and/or prior customer service training
Network product Install, Configure and de-Install
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