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Help Desk Enterprise

hace 4 semanas

Monterrey, México HRO A tiempo completo

We are looking for a competent **Help Desk Enterprise** to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.

An excellent **Help Desk Enterprise** technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

**Responsibilities**
- Serve as the first point of contact for customers seeking technical assistance over the phone
- 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 IT web services or products
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures

**Requirements and skills**
- Proven experience as a help desk technician or other customer support role
- B2B experience
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Excellent communication skills
- Customer-oriented and cool-tempered
- BSc/BA in IT, Computer Science or relevant field (not mandatory but prefered)
- Availability 7:00am - 4:00pm or 4:00pm - 1:00am

**We offer**:

- Base salary up to $23,760
- Performance Bonus up to $2,000
- $2,000 Hiring Bonus
- 2 days off
- All law benefits
- Food coupons
- Direct hiring

**Salary**: $18,000.00 - $23,760.00 per month

Ability to commute/relocate:

- Monterrey, N. L.: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Call Center: 1 year (preferred)
- Tech Support, Help Desk, Service Desk: 1 year (required)

**Language**:

- English (required)