Service Desk Administrator | Customer Experience Specialist

hace 2 meses


San José, San José, Costa Rica Tek Experts A tiempo completo
Role Summary

We're seeking a Service Desk Administrator with excellent customer service skills to serve as a communication channel between customers and the technical team.

About the Role

As a Service Desk Administrator, you will manage customer expectations and set the organizational standard for customer engagement. Your primary goal will be to mediate between customers and the technical team, ensuring that all client tickets are assigned, checked, and updated daily.

Key Responsibilities
  1. Document customer requests in appropriate tracking tools to maintain information and track success.
  2. Monitor incoming requests and ensure that all client tickets are assigned, checked, and updated daily.
  3. Prepare reports on customer inquiries and handling.
  4. Participate in forums, chat groups, and attend trainings and meetings with direct managers.
  5. Adhere to all internal and client policies and procedures and monitor queue to ensure fulfilment of service level agreements.
  6. Serve as back-up for colleagues as needed, ensuring case progress.
Requirements

The ideal candidate will have up to 1 year of experience in customer service or support, with a demonstrated understanding of customer service environment and solutions. Proficiency in both written and spoken English and Portuguese is required. Higher-level education is preferred, and proficiency in MS Office is necessary. Familiarity with customer support hardware/software/operating systems/cloud computing is also required.

What We Offer

Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. We're problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. As a member of our global team of experts, you'll have the opportunity to grow your IT career and work in a diverse and collaborative environment.



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