Technical Support Specialist
1 dia atrás
This is an exciting opportunity to work as a second-level telephone contact support specialist.
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- Respond to and resolve customer requests related to software, hardware, and network operations difficulties via telephone contact support.
- Ensure fast, efficient, and friendly customer service by consistently achieving first-contact resolution performance metrics.
- Document calls and cases accurately, adhering to customer time restraints and working within those limits.
- Collaborate with the Service Centre team to resolve tickets efficiently, escalating issues as needed for on-site support.
- Manage time and workload effectively to meet predetermined service levels, maintaining data accuracy in the Service Centre through contact validation.
- Communicate technical information clearly, providing problem reference numbers and request numbers to clients.
- Stay up-to-date with relevant policies and procedures, including time reporting and attendance.
Typically requires an Associate's degree, professional certification(s), or license, along with 5+ years of related experience. Equivalent education, training, or relevant experience in Information Technology service delivery is also acceptable.
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- Relevant IT qualifications to a tertiary level are preferred.
- 12 months to 2 years of IT Service Desk experience is required.
- Previous experience providing Level 1 support for MS Office, MS Exchange, and MS Windows networks is beneficial.
- Working knowledge of data and voice network concepts is essential.
- Preferred certifications include ITIL Foundations Certification and Microsoft Desktop Administration.
Key skills for this role include analytical and diagnostic abilities, proficiency in languages such as English and local languages of the countries it supports, and desired certifications like ITIL Foundations and Microsoft Desktop Administration.
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