Our client is looking to hire an IT Help Tech who will be able to...
- Serve as the first point of contact for customers seeking technical assistance over the phone, email, chat, & Ticketing system.
- Actively listening to determine the real problem the customer is facing to ensure complete resolution of the issue to prevent customers from having to call back.
- Adept at conflict management, especially in real-time. Since many customers call in upset, help desk agents should be able to calm them down easily.
- Always on the phone with customers, so excellent verbal and written communication is critical.
- Take ownership of each issue assigned and effectively bring it to resolution or escalation.
- Assist customers with basic program setup and administrative issues.
- Effectively troubleshoot, resolve, and properly document support calls and cases.
- Assist in documenting solutions for our Knowledgebase for training and information purposes.
- Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.
- Performs work during emerge ncy / disaster situations.
- Monitor the Help Desk email and create tickets in the ticketing system from received emails.
- Create incident tickets in the ticketing system while on the phone with the customer.
- Password resets within Active Directory.
- Adding printers to users' print profiles.
- Resetting application sessions.
Qualifications :
- 1-3 years of Help Desk / Call Center experience.
- Excellent Customer Service Skills.
- Knowledge of Active Directory.
- Technical Degrees or certs are desirable.
- Valid NC Driver’s License.
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