Position’s primary responsibility will be to ensure that customer faults are being worked in a manner that will result in the achievement of customer service level agreements and high customer satisfaction;
Responsible for ensuring the customer’s entitlement of services to adhere to contract SLAs; Remotely deliver solutions, work through others to dispatch service personnel; Work directly with the customer to understand and/or escalate the problem to the next level
Performs additional troubleshooting activities, escalates problems to the appropriate party, and assists in communicating the solution to the customer
Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches
Assist in the resolution of user and support issues over multiple user sites to ensure timely distribution of knowledge and cause positive impact on user satisfaction
Research, resolve, and respond to recurring and unique questions in a timely manner, in accordance with current standards; Communicate with customers through various means (oral, written) to remotely resolve customer problems.
Respond to escalated calls and unusual customer special requests. Anticipate common problems and recognize when to deviate from standard practices. Apply experience and judgment to make decisions within defined options or standard protocols – follow through on issues supporting critical customer accounts.
Use tools to remotely access customer equipment to diagnose and resolve customer problem;
Document, verify and make appropriate corrections to the incident record and customer profile; Write knowledge articles based on lessons learned in resolving customer issues.
Collaborate with team members; Participate in team meetings and activities; Participate in objective and goal setting
Support less experienced colleagues on the team through mentoring, monitoring, direct feedback and knowledge sharing
Apply professional judgment based on the analysis of quantitative data and information.
Associates or Bachelor degree in IT or equivalent experience in a related field required
Minimum of 3-4 years Help Desk related job experience
Understanding of Windows 7, 10, Microsoft Office Suite
Understanding LAN and WAN terminology, IP protocols, Ports, VPN connections, Active Directory
Understanding of Knowledge Base Systems such as QuickBase and Confluence
Understanding of ticket systems such as ServiceNow, Remedy, or JIRA
Understanding of hardware troubleshooting including retail peripheral devices such as printers, scanners, scales
Computer Information Systems, Network+, Security+, Microsoft or Cisco certification
Excellent communication skills both written and verbal
Fluent in the use of the English language
Strong interpersonal skills
Attention to detail; Have a strong desire for quality
Sense of urgency
Ability to multi-task
Ability to work flexible schedule (evenings/weekends)
Understanding of scripting
: 3-4 Years
: Uday Bhandary
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