Help Desk Support

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Requirements:

• High school education or equivalent.
• Typically requires 1 year general experience, or equivalent combination of experience and college level education.
• Superior skills in both written and verbal communication.
• Experience in customer facing role either remote or face to face.
• Computer proficiency with applicable software applications.
• Problem solving skills.
• Accuracy in data entry.
• Excellent fluency in language to be supported.
• Experience in a phone based remote role, e-support, e-chat or similar.
• Familiarity with computer technology.
• Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems.
• Understands internal processes and tools.
• Knowledge of Knowledge Management Systems and appropriate documentation to the system.

Responsibilities:

• Working more independently and from a standard protocol to respond to customer issues. Moderate judgment may be used to supplement the outlined process.
• Successfully resolve moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
• Respond to service, product, technical, and customer-relations questions on subjects such as features, and options, based on customer entitlement.
• Proactively assist customers to avoid or reduce problem occurrence.