Offer summary

Qualifications:

Proven experience in a client support role with technology., Tech-savvy with knowledge of Cloud Servers, PCs, VoIP systems, and IT Security., Strong understanding of computer systems and mobile devices., Excellent communication skills and a customer-oriented approach..

Key responsabilities:

Provide technical assistance to clients via phone or email.

Perform remote troubleshooting and determine the best solutions for issues.

Walk clients through problem-solving processes and confirm resolutions.

Record issues and resolutions in the Connectwise ticketing system and follow up with clients.

Job description

Job brief:

We are looking for enthusiastic Rapid Response (Helpdesk) Team Members to provide technical assistance to our clients on Information Technology and IT Security-related inquiries. You will answer queries on technical issues and assist clients in resolving them.

An excellent Rapid Response Team Member must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to assist business clients who are not familiar with IT-related subjects.

Responsibilities:

Serve as a technician for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques, tools, and pertinent questions, and remote access to computer systems
Determine the best solution based on the issue and details provided by clients
Walk the client through the problem-solving process and confirm the problem is resolved
Direct unresolved issues to other team members experienced in the issue
Provide accurate information on IT products and services
Record events, problems, and their resolution in our Connectwise ticketing system in real-time
Follow-up and update client status and information
Pass on any feedback or suggestions by clients to the appropriate internal team members
Identify and suggest possible improvements in procedures and processes

Requirements

Proven experience with technology in a client support role
Tech-savvy with working knowledge of some or all of the following; Cloud Servers and workstations, PCs, Servers, VoIP phone systems, IT Security, office automation products, operating systems, networking, and remote assistance
Good understanding of computer systems, mobile devices, and other tech products
Ability to diagnose and resolve technical issues
Excellent communication skills
Customer-oriented and client-focused.

Required profile