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Duties & Responsibilities
- Answer incoming technical support calls, chats and emails.
- Identify severity of case by asking the right questions, analyzing and allocating the case appropriately based on its severity.
- Provide resolutions by identifying systematic problems, researching answers; guiding test center administrators through the corrective steps.
- Document details of cases and prioritize according to urgency and importance in Salesforce.
- Monitor support queues in Salesforce and take accountability in following through with end-to-end resolutions.
- Escalate urgent requests or those that require a more in-depth knowledge and understanding to the attention of Level II Analysts and the Support Manager.
- Identify, recommend and communicate changes to existing procedures
- Work on projects and special initiatives as approved by team leads and managers.
- Candidate should at least possess a Diploma (Advanced / Higher or Graduate) Bachelor’s Degree in any discipline. Computer Science / Information Technology or equivalent is preferred.
- Experience of up to 2 years in Technical Helpdesk or Customer Service is highly preferred.
- Able to speak fluent English.
- You care deeply about your performance and your teams performance
- Logical thinker with good analytical and problem solving skills
- Up-to-date technical knowledge
- Understand Basic User & Security Group Active Directory administration.
- An in depth understanding of LAN, TCP/IP, Citrix environments as well as being able to troubleshoot laptops, desktops, thin client devices, Windows 2008 servers and above.
- Good interpersonal and customer care skills
- Good accurate records keeping
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