Job Description:
- Accept inbound requests via phone, chat, email and ticket queues
- Record and process incidents and service requests according to process specifications.
- Communicate with users to understand issues and provide solutions.
- Document and resolve incidents according to process specifications.
- Forward incidents which cannot be resolved to downstream support groups according to process specifications.
- Initiate escalations according to process specifications.
- Work collaboratively supporting team via Skype/Lync.
- Assist with training and supporting fellow agents.
- Average expected time on task between 4 to 12 minutes.
- Expected resolution rate between 50% - 80%.
Summary of Responsibilities:
- Basic understanding of computer technology and IT support
- Six months – 1 year help desk experience perferred
- Experience in customer service ideally gained in a customer facing environment.
- English proficiency in both verbal & written form
- Must be culturally sensitive; appreciate cultural differences
- A+, Network +, HDI and/or Microsoft certifications a plus
- ITIL v3 a plus
Basic knowledge of computer technology:
- Windows Client
- Microsoft Outlook
- Microsoft Office (Word, Excel, PowerPoint)
- Diverse browser support experience (Internet Explorer, Chrome, & Firefox)
- PC hardware
- Basic understanding of networks
Knowledge of the following a plus:
- Windows Active Directory and domain concept
- Enterprise mobile device knowledge
- Fixed network telephones and VoIP telephone support