Technical Support Specialist
5 days ago
Overview:
The IT Service Desk plays a crucial role in providing top-notch support to our customers. As a Service Desk Agent, you will be the primary point of contact for users calling the IT Service Desk. Your goal will be to deliver exceptional customer service, resolve technical issues efficiently, and utilize our knowledge base tool to handle inquiries effectively.
Key Responsibilities:
- Demonstrate strong customer service skills by listening carefully to customers, being empathetic to their situations, and resolving issues with a sense of urgency.
- Provide high-quality technical support for enterprise software and hardware.
- Assess, triage, research, train, and resolve incidents and requests regarding application software products and infrastructure components in a 24/7 environment.
- Focus on attention to detail, follow-through, teamwork, and maintaining a positive attitude.
- Apply technical knowledge to support all existing systems and client needs.
- Demonstrate professionalism and composure while supporting clients via phone, online chat, or in person.
Required Qualifications:
- Excellent customer service and communication skills.
- 2 to 5 years of proven experience in a complex, high-tech, fast-paced work environment.
- High school diploma or GED with relevant work experience.
- Ability to diagnose problems in a complex environment and provide effective solutions quickly.
- Self-motivated and capable of working independently in a high-pressure environment.
- Willing to work variable shifts, including evenings, weekends, and public holidays.
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