Key requirements:
- Experience as a help desk technician or in another equivalent customer support role
- Knowledge of products, databases, and services with a good understanding of multiple systems across Network, Telephony, Unified Communications and Cloud
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills, written and verbal
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Customer-oriented, able to work autonomously and under pressure
Your responsibilities will include:
- Required to assist customers with routine IT issues and more complicated matters are escalated
- Serve as the first point of contact for customers seeking assistance over the phone or email
- 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
- 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
