Technical Support Analysts I
Encontrado en: beBee S MX - hace 2 semanas
Primary Responsibilities:
- Provides timely and courteous responses to telephone, e-mail, and web-generated support requests, including troubleshooting, initial resolution, and/or escalation.
- Works with a sense of urgency while following established processes to resolve issues.
- Completes thorough documentation of all work in an online ticketing system.
- Effectively communicate technical issues in a non-technical manner (verbally and by written correspondence) with all levels of the organization as well as outside customers regarding reported issues.
- Effectively communicates with IT team members and management to document customer issues, create assignments, manage support requests, and share best practices.
- Provides initial desktop, server, network, hardware, and software troubleshooting for issues related to those items.
- Performs all other duties as assigned by immediate supervisor.
Education & Experience:
- Excellent customer service skills, including ability to work with users of all ability levels.
- Excellent telephone, verbal, and written communication skills in English and Spanish.
- Extremely detail oriented and organized.
- Ability to consistently follow documented procedures while still employing an innovative spirit and sharing creative ways to improve processes.
- Strong interpersonal and customer service skills.
- Knowledge of SAP is helpful.
- Knowledge of IT Service Management software is recommended.
- Certifications is a plus.
- Recent support center / technical support experience is desired, but not mandatory.
- Working knowledge of Windows Operating Systems for desktops and Servers.
- Ability to type 45 WPM preferred.
- Working knowledge of Microsoft Office Products.
- Must work well in a team or as an individual.
- Ability to quickly learn several proprietary applications that are core to our business.
- Schedule flexibility to include weekends, evenings, and holidays as needed and/or required by business needs.
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