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Helpdesk Specialist Jobs
Company | Interactive Resources - iR |
Address | Tampa, FL, United States |
Employment type | CONTRACTOR |
Salary | |
Category | Software Development,Accounting |
Expires | 2023-08-06 |
Posted at | 10 months ago |
The Help Desk Technician is an essential role, in providing support to our partners’ end-users. They perform daily ticket management tasks for the initial ticket triage and issue restoration.
Essential Responsibilities (includes, but is not limited to):
- Updates our internal databases with information about technical issues and useful discussions with customers
- Shares customer feedback or suggestions with the appropriate internal team
- Strictly adheres to the use of the ticketing system for ALL incidents, changes, and problems; monitors and manages ticket work queues
- Serves as first point of contact for customers seeking technical assistance over the phone or through email
- Provides first-tier help desk support for partners’ end-users by performing basic troubleshooting
- Investigates and resolves technical issues
- Follows up with customers to ensure their technical issues are resolved
Ideal Skills, Experience, and Competencies:
- Ability to diagnose and resolve basic technical issues
- Experience using help desk software and remote support tools preferred
- Excellent analytical skills & problem-solving skills combined with the ability to provide a quick resolution to problems
- Demonstrates a technical awareness of network topology, protocols, and server connectivity
- Must be customer service oriented and patient to deal with difficult customers, and work well in a team-oriented collaborative environment
- Ability to communicate professionally by phone and email
- 1year of experience as a Customer Support Specialist or a similar customer service role preferred
- Good understanding of computer systems, mobile devices, and other tech products
Required Education & Certifications:
- High School Diploma/GED or equivalent work experience
-
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