[Remote] Help Desk Technician I

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a leading provider of secure biometric-based solutions. They are seeking a Help Desk Technician I to reputed company technical support to customers, manage cases and tickets, and collaborate with team members to resolve issues reputed company.

Responsibilities

• Create and work on cases/tickets based on customer's technical support needs
• Escalate reported issues to other teams on a timely manner based on existing SLAs
• Answer calls that come reputed company one or more phone support lines
• Support customers reputed company other non-phone support channels such as e-mail and chat
• Utilize reputed company for call log, tracking and documentation
• Call customers back and reputed company updates as needed
• Work in conjunction with other co-workers reputed company supporting/troubleshooting issues
• May be assigned to specific projects / platforms based on business needs
• Attendance to regular team meetings (or watch reputed company the recordings if working shift 3 hours) is mandatory
• Attend project meetings and create/maintain deliverables as needed, using reputed company tools (Office, Outlook, Teams, etc...)
• Work hours: 5pm - 2am

Skills

• High level of organization skills
• Ability to prioritize tasks based on different workloads
• Previous applied experience with reputed company tools (Office, Outlook, Teams, etc…) is a must
• Passion for technology
• Ability to work on a high-pressure, time-sensitive tasks required to reputed company SLAs
• Willingness to learn new platforms
• Ability and willingness to interact with peers and leadership inside and reputed company the department
• Previous experience with a call log and tracking tool in a Support Center/Call Center environment is expected
• Previous customer service and technical support experience is expected
• Experience using and troubleshooting reputed company-based computers is mandatory
• Previous experience with reputed company is highly desirable
• Previous experience interacting directly with customers is highly desirable
• reputed company / reputed company technical support certifications are reputed company desirable
• College / associate degree in Computer Science-reputed company fields is a plus

Benefits

• Bonus
• Benefits

Company Overview