About this role
Role Overview
- Provide daily support to customers/users of various technology systems including answering questions, troubleshooting, analyzing problems, and quickly forming solutions to return systems to proper operation
- Communicate in a factual, polite, and professional manner to support end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
- Provision and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install updates when necessary
- Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of support or management
- Increase personal technical knowledge by reading trade publications, administration manuals, and diagnostics information
- Taking inbound contacts from customers through several different media streams, including: Phone, Email and Webchat
- Providing amazing service by meeting a set of daily and monthly metrics with a positive attitude
Requirements
- Advanced English proficiency (C1–C2 level), both spoken and written
- 2+ years customer service experience, preferably in a call center, technical support or help desk environment
- Hardware and/or networking knowledge preferred
- Patient, conscientious, and interact with customers in a professional manner with a focus on completing tasks both pleasantly and correctly
- Quick to identify problems, form solutions, and execute step-by-step troubleshooting procedures
- Must have high attention to detail
- Working knowledge of PC and Mac operating systems and Microsoft Office Applications
- Ability to regularly a work night shift
Benefits
- Health 🍏 – Comprehensive medical coverage, individual limit on exclusions and dental care
- Insurance 💼 – Life, disability, traumatic injuries and critical diseases
- Work-Life Balance ⚖️ – PTO for all employees, Paid Sick leave (official document required), paid parental leave and paid holidays
- Wellness 🤸 – Employee Assistance Program and wellness initiatives
- Growth 🌱 – Access to ongoing learning and development opportunities and career advancement