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Technical Support Specialist || Remote în Remote

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Technical Support Specialist || Remote în Remote

Operator Call Center (remote)

Gi Group Professional

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Technical Support Specialist || Remote

Industrie: IT / Telecom

Tip job: Full time

Departament: IT Hardware, IT Software

Experiență: Mid-Level (2-5 ani),Senior-Level (> 5 ani)

Candidatul ideal
Your style:
We are looking for a Technical Support Specialist I, to join the team. The primary role of a Technical Support Specialist I is to provide first level support to all internal and external calls brought in via phone calls, emails, service requests, etc. The goal as a Technical Support Specialist is to achieve 70% first call resolution, to timely solve and remedy client and partner issues. This position will also be responsible for escalating issues appropriately and effectively communicating with internal partners and the effected customer.

Your knowledge & qualifications:
  • Bachelor’s degree or Associate’s degree in IT, CS or MIS strongly preferred;
  • A+/Net+ certification is a plus;
  • Positive attitude with a drive to learn and grow;
  • Organization skills with the ability to prioritize;
  • Ability to have strong customer service with both internal and external customers;
  • Ownership of tasks, issues, and assignments.

Your work experience:
  • 2+ years of experience in technical support and/or help desk
  • Experience in using ticketing systems such as Remedy, Track It, etc.

Descrierea jobului

Your job:
  • Place tickets and initiate troubleshooting;
  • Troubleshoot and provide first level support for the entire Advance2000 product suite;
  • Provide remote support for both internal and external services;
  • Diagnose and solve data communication problems;
  • Train users to properly use services and equipment;
  • Create user accounts while monitoring and regulating file access to ensure confidentiality, security, and usage;
  • Efficiently complete moves, adds, and changes with services provided;
  • Monitor and take accountability for service requests through to resolution;
  • Monitor service alerts and provide proper response based on SLAs;
  • Monitor schedule system jobs for completion and research job failures;
  • Provide exceptional levels of customer services to clients, users, and potential clients;
  • Participate in R&D efforts to both enhance and develop services and products;
  • Document troubleshooting and maintenance procedures for new services and products;
  • Attend vendor training and regularly review and study technical journals to keep up with changes in the technology;
  • Read technical manuals and brochures to determine equipment compatibility;
  • Develop and write procedures for installation, use, and troubleshooting of communications hardware and software;
  • Provide Data Center support, as needed;
Working hours: 15:00 - 24:00 || Monday - Friday
Tab Salariu
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