B2b Service Desk Agent

hace 2 semanas

Monterrey, México iKraft Solutions 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 Hirign Bonus
- SCHEDULE: 7:00am - 4:00pm
- 2 days off
- All law benefits
- Food coupons
- Direct hiring

Tipo de puesto: Tiempo completo

Salario: $18,000.00 - $21,600.00 al mes

Horario:

- Turno de 8 horas

Prestaciones:

- Descuentos y precios preferenciales
- Estacionamiento de la empresa
- Programa de referidos
- Seguro de vida
- Vales de despensa

Tipos de compensaciones:

- Bono de puntualidad

Puede trasladarse/mudarse:

- Monterrey, N. L.: Trasladarse al trabajo sin problemas o planear mudarse antes de comenzar a trabajar (Obligatorio)

Experiência:

- Tech Support, Help Desk, Service Desk: 1 año (Obligatorio)
- Call Center: 1 año (Deseable)

Idioma:

- Inglés (Obligatorio)

Lugar de trabajo: Una ubicación

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