Job Responsibilities
Serve as the first point of contact for customers seeking technical assistance over the phone or email
Gather accurate information from customers and input to a ticketing system
Perform remote troubleshooting using remote control tools
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Record events and problems and their resolution in the ticketing system
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on standard operating procedures
Job Qualifications:
Proven experience as a help desk technician making inbound/outbound calls to provide customer support
Experience with troubleshooting Windows 10 OS and/or Mac OS
Experience with troubleshooting with Outlook and Microsoft Office applications
Experience with remote control tools as AnyDesk, Teamviewer, LogMeIn and others
Experience in using Anti-Virus / Endpoint Protection softwares
Ability to diagnose and resolve basic technical issues
Perform password resets and basic Active Directory administration
Proficiency in English with excellent communication skills
Customer-oriented and cool-tempered
BSc/BA in IT, Computer Science or relevant field
