Description: Key Responsibilities
Resolve problems reported to the service desk by phone or web tickets
Provide first-level contact and problem resolution for customer issues
Provide timely communication on ticket status and resolution.
Answer phone calls received by the call center by the SLA.
Resolve or escalate issue as needed.
Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed.
Quickly and effectively communicate with customers within the set SLA.
Work with vendor to resolve issues when required.
Continuously improve upon technical skills sets within assigned areas of expertise.
Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast-paced environment.
Regular, predictable and punctual attendance.
May occasionally need to work on holidays or weekends.
Skills, Knowledge and Expertise
Experience with providing technical assistance over the phone.
Able to multi-task by working on multiple open tickets simultaneously.
Experienced in working in a fast-paced environment with multiple priorities and projects.
Able to investigate, analyze and troubleshoot customer issues.
Comfortable making decisions on issue resolution without supervision.
Demonstrates excellent verbal and written skills.
Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement.
To apply for this job please visit bluemantis.pinpointhq.com.
