Associate Engineer- Flexi/As Needed Remote Help Desk Agent
Associate Engineer- Flexi/As Needed Remote Help Desk Agent
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1 Vacancy
Job Description
This is a flexible/as NEEDED REMOTE Contract position.
Location: Remote will need to work on our ET schedule.
Shift: As needed
Role Objective
The Flexible Remote Help Desk Agent is responsible for providing Help Desk support to our customers. The focus is on delivering an excellent customer service experience including:
Be a Trusted advisor.
Listen & understand our clients needs.
Solve client problems using knowledge & expertise.
Go the extra mile when needed.
Finish the job resolve the issues reported by the customers.
Duties and Responsibilities
Answering phones / chats from customers professionally and responding to customer inquiries
Provide support to the customers who may call email and or send a Chat to our Helpdesks.
Engaging language translation services as needed nine languages using a thirdparty tool.
Logging calls into Customer Relationship Manager (CRM) IT Service Management (ITSM) tool
Research information using available resources like knowledge base workflows defined scripts.
Identifying customer problem and following the script to provide resolution.
Obtaining and evaluating all relevant data to handle inquiries.
Recording details of comments inquiries and actions taken
Escalate priority issues to the team leaders for a successful resolution.
Routing created tickets to the appropriate L2/ L3/ L4 teams for resolution.
Completing call notes and call reports as necessary and updating them in the CRM.
Must work as per quality parameters defined for the calls and tickets.
About You
You care about customer service and take pride in your work
An attentive listener patient and empathetic
You use positive language stay calm in surprise situations
Able to maintain customer confidentiality.
Attention to detail & time management skills
Essential Knowledge & Experience:
Excellent written verbal and oral communication skills coupled with a customer service orientation.
Showing that you are selfmotivated with a willingness to take on the challenge of solving clients problems.
Work cooperatively within the team exchange information and assist other team members in achieving team objectives and work outcomes.
Microsoft tools experience word xls ppt.
We will provide the below listed onthejob training.
Call management skills
Help desk tools training
CRM/ITSM tools
Contact Centre Tools
IT issues management training
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
Company Industry
Department / Functional Area
Engineering
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
