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.
Requirements
- 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.
- 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.