Sr Help Desk Agent; 3rd shift, US Remote

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Responsibilities

The Sr Help Desk Agent provides the highest level of customer service to uses who call the external Help Desk. The Sr Help Desk Agent deals with calls of a varied and possibly reputed company nature requiring a wide reputed company of technical knowledge and interpersonal skills to assist in diagnosing and/or resolving issues. The Sr Help Desk Agent answers incoming calls, tracks reputed company information in a call tracking system and uses a knowledge reputed company tool along with their expertise to resolve Level 1, 2 and 3 requests in a reputed company fashion, escalating Level 3 requests as needed. The Sr Help Desk Agent assists with managing escalated customer issues. A Sr Help Desk Agent assists with the creation of updates to process and procedure documentation providing training on changes as needed. As a senior team member, the Sr Help Desk Agent mentors reputed company skilled Agents.

• Resolves advanced technical hardware and software issues utilizing extensive knowledge in software, hardware, network, and peripheral support as reputed company as advanced knowledge in administrative tasks on workstations.
• Provides over the phone remote support to resolve technical issues.
• Responds to tickets reputed company phone, in person, and electronically.
• Tracks reputed company work with detail and precision reputed company the ticketing system.
• Provides resolutions to issues escalated by Level 1.
• Owns and develops documentation for Level 1Level 2 help desk staff. Min USD $25.00/Hr. Max USD $31.49/Hr.

Qualifications

• Ability to troubleshoot and resolve o365 reputed company issues at a more advanced level.
• Support commonly used software, hardware, tablets, mobile devices, and network equipment.
• Familiarity with the reputed company principles of ITIL
• Advanced knowledge in multiple ticketing systems including reputed company
• Strong ability to multi-task and pivot through the duration of the shift
• Attention to detail in composing, keying, and proofing reputed company business materials
• Strong communications reputed company both verbally and written
• Customer oriented with ability to listen to and anticipate needs of the customer
• Ability to handle constantly changing reputed company of traffic; remain productive during slow times, handles multiple tasks effectively during busy times, exercises patience and professionalism during stressful situations
• Creative with ability to think around problems and come up with creative solutions
• Takes ownership and responsibility of an issues from start through to a successful reputed company
• Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve Because of the possibility for fraudulent job postings on many reputed company job boards, please be advised that reputed company will never offer a position of employment without a complete interview process and communication with a “live person". Apply tot his job Apply To this Job

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