Help Desk B2B

hace 5 días


Monterrey, México iKraftSolutions LATAM A tiempo completo

**Responsibilities**:
Research and identify solutions to software and hardware issues
Diagnose and troubleshoot technical issues, including account setup and network configuration
Ask customers targeted questions to quickly understand the root of the problem
Track computer system issues through to resolution, within agreed time limits
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate tech solutions
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Maintain jovial relationships with clients

Requirements and skills

Proven working experience in providing Help Desk support
Proficiency in English
Working knowledge of help desk software, databases and remote control
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Customer service orientation
BS degree in Information Technology, Computer Science or equivalent

**We offer**:
Base Salary $18,000 - $21,600
Performance Bonus up to $3,000
$2,000 Hiring Bonus

**SCHEDULE**: 7:00am - 4:00pm or 11:00am - 8:00pm
2 days off
All law benefits
Food coupons
Direct hiring

**. Skillset Required**: help desk software, databases, customer satisfaction, database management, client communications, providing customer service


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