Full-Time Help Desk Technician

• Employ the required number of hours of online time per day assisting clients.
• Provide first and second level technical support to resolve client problems.
• Act as the liaison throughout the problem resolution process between clients and subject matter experts responsible for escalated problems.
• Receive client requests for company products, services, or other application assistance.
• Identify the source of the problem and determine the appropriate course of action to resolve the problem.
• Follow all departmental guidelines and thoroughly documents and tracks all client reported issues.
• Provide after-hours on call support, as scheduled or needed.
• Provide limited second level technical support to peers in resolving more challenging problems.
• Directly handle escalated issues assigned to them by the department Manager, Supervisor, or Lead.
• Make recommendations for process improvements and technology changes within the department.
• Help with training or cross training of newly hired technicians.

Requirements:

• High School completed.
• 1- 2 years of call center experience, 1 year in the technical support area.
• PC, Internet knowledge (internet explorer, Firefox, and Chrome), troubleshooting supporting by phone and email, (FTP, XML, Json, AD –).
• Advanced English Language skills, both verbal and written. (85% or above)
• Previous job stability, including maintaining long-term work relationships with former employers.

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