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Client Services Technician
hace 1 semana
**Job Summary**
We are seeking a skilled Technical Assistance Professional to join our team. As a Technical Assistance Professional, you will be responsible for providing technical assistance to our customers. This includes resolving incidents or requests on first contact when possible prior to escalating, monitoring and responding to support calls within required SLA, and evaluating issues by interpreting end-user's problem descriptions to determine resolution or best course of action.
Key Responsibilities
- Leverage EDQ's documentation to determine how to best proceed with a given issue.
- Engage with the customer and other support team members to gain an understanding of the customer's environment, contract and goals.
- Responsible for updating customer information as needed.
- Attempt to resolve incidents or requests on first contact when possible prior to escalating.
- Monitor and respond to support calls within required SLA.
- Evaluate issues by interpreting end-user's problem descriptions to determine resolution or best course of action.
- Identify problem trends and report to supervisor for further analysis.
Requirements
- 1-3 Years of Desktop Support, Help-Desk, or IT related support.
- B.A degree or equivalent experience desired.
- English Level B2.
- Strong communication and interpersonal skills.
- Microsoft Office proficiency.
- Analytical skills.
- Problem solving skills.
- Organize and manage multiple tasks and priorities.
- Able to work non-standard business hours as required.
- Ability to resolve issues over the phone utilizing remote control tools.
- Communicate clearly and concisely, both orally and in writing.
**Why Join Us**
We are proud to be an Equal Opportunity and Affirmative Action employer. We believe that diversity, equity and inclusion is essential to our purpose. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU.
