Key Responsibilities:
· Serve as the first point of contact for customers seeking assistance over the phone, email, or ticket
· Perform remote troubleshooting through diagnostic techniques and pertinent questions
· 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
· Provide accurate information on products or services
· Record events and problems and their resolution in logs
· Follow-up and update customer status and information
· Pass on any feedback or suggestions from customers to the appropriate internal team
· Identify and suggest possible improvements on procedures
Skills and Experience:
Must Have:
· Technical or College Degree in Information Technology, or related field, and/or networking certifications (CCNA desirable)
· Outstanding customer service skills and a dedication to the 'Customer Service Experience’
· Ability to work within a team in a fast-paced and constantly changing environment
· Ability to follow instructions from the Management team and senior colleagues
· Ability to work a rotating roster
· Excellent work ethic and attitude
· Ability to multi-task (e.g., answer additional calls while already working on an issue)
· Understanding of networking protocols
· Basic level understanding of Cisco Routing and Switch/Data networking skill, including DHCP, QoS, IP routing protocols.
· Solid understanding of network & security technologies
· Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.
Desirable:
· Previous help/service desk experience is preferred but not required
About You:
• Client-focused with a commitment to excellent customer service
• Ability to work autonomously and as part of a team environment with strong communication and collaboration skills
• A strong sense of ownership, the ability to communicate effectively with clients and internal staff across all aspects of the business
• Excellent time management skills, attention to detail and process oriented
