Detalle del empleo
Location: Costa Rica.
Objective
Provides front-line technical support for issues received from phone calls, emails, and automated tickets from monitoring tools. Tracks reported issues through to resolution. Accurately and quickly triages and escalates incidents to the appropriate group. Adapt to various types of situations, clients, and tools.
Requirements:
- 1+ years of experience in IT Support
- Advanced English Speaker. Fluent in verbal and written English High Proficiency level
- Advanced Mandarin Speaker
- High School diploma
- Ability to communicate effectively with clients to identify needs
- Ability to make determinations quickly
- Ability to multi-task (phone call, creating a ticket, checking knowledge bases)
- Knowledge of ticketing system
- Ability to communicate technical issues to customers in a non-technical format
- Active Directory, Exchange, Office 365, network-shared printers and drives experiences
Responsibilities:
- Providfirst-level contact and convey resolutions to customer issues
- Properly escalate unresolved queries to the next level of support
- Track, route, and redirect problems to correct resources
- Update customer data and produce activity reports
- Walk customers through the problem-solving process
- Follow up with customers.
- Utilize excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation, and closure
- Recommended procedure modifications or improvements
- Preserve and grow your knowledge of help desk procedures, products, and services
