Tier 1 Technical Support Help Desk Agent
Tier 1 Technical Support Help Desk AgentOflander Dockhiemer – Cebu CityWorking at Oflander DockhiemerOflander Dockhiemer is the wholly owned BPO subsidiary of United States based Cloud Support, a national managed service provider. Fundamentally, Oflander Dockhiemer’s charter is to provide technical support services that exceed the service standards of those in the United States. ODI accomplishes this by recruiting only the very best candidates and making significant investments in their training, development, and career maturation. Oflander Dockhiemer seeks independent thinkers that can meet every challenge and have the capability to grown and succeed in the organization. A recent independent poll rated job satisfaction at Cloud Support at 93%.Job DescriptionTier 1 Technical Support Help Desk AgentYour RoleThe first job responsibility of every member of the organization, from the CEO to the intern, is exceptional customer service.Answer in-bound support related phone calls as the first line of contact for the company.Provide tier 1 operational support for desktop computing devices through client interviews, diagnostic tools, consultation with other team members, research, and development of a well-developed remediation plan.Responds to basic support requests in the support ticket tracking system. Interviews customer to determine nature and scope of the customer's issue, and the appropriate response.Diagnoses, resolves and closes basic desktop computing issues according to service level guidelines.Documents and reports basic customer inquiries regarding new/different functionality.Provides basic end-user desktop computing training.Review and complete required information for resolution, systematic procedure to search for and document solutions, testing and approval of patches.Escalates cases to tier 2 engineering personnel in the required discipline or management while maintaining complete responsibility as the ‘case manager’Instill a continuous improvement mindset to drive best-practice support processes.Ability to work with high-performance team comprised of highly skilled and highly motivated application support developers.Maintain a personal relationship with each client stakeholder and ensure a high level of service throughout the organization
Title: Tier 1 Technical Support Help Desk Agent
Salary: 192000-288000
Description: Tier 1 Technical Support Help Desk AgentOflander Dockhiemer – Cebu CityWorking at Oflander DockhiemerOflander Dockhiemer is the wholly owned BPO subsidiary of United States based Cloud Support, a national managed service provider. Fundamentally, Oflander Dockhiemer’s charter is to provide technical support services that exceed the service standards of those in the United States. ODI accomplishes this by recruiting only the very best candidates and making significant investments in their training, development, and career maturation. Oflander Dockhiemer seeks independent thinkers that can meet every challenge and have the capability to grown and succeed in the organization. A recent independent poll rated job satisfaction at Cloud Support at 93%.Job DescriptionTier 1 Technical Support Help Desk AgentYour RoleThe first job responsibility of every member of the organization, from the CEO to the intern, is exceptional customer service.Answer in-bound support related phone calls as the first line of contact for the company.Provide tier 1 operational support for desktop computing devices through client interviews, diagnostic tools, consultation with other team members, research, and development of a well-developed remediation plan.Responds to basic support requests in the support ticket tracking system. Interviews customer to determine nature and scope of the customer's issue, and the appropriate response.Diagnoses, resolves and closes basic desktop computing issues according to service level guidelines.Documents and reports basic customer inquiries regarding new/different functionality.Provides basic end-user desktop computing training.Review and complete required information for resolution, systematic procedure to search for and document solutions, testing and approval of patches.Escalates cases to tier 2 engineering personnel in the required discipline or management while maintaining complete responsibility as the ‘case manager’Instill a continuous improvement mindset to drive best-practice support processes.Ability to work with high-performance team comprised of highly skilled and highly motivated application support developers.Maintain a personal relationship with each client stakeholder and ensure a high level of service throughout the organization
Requirements: Associate experience, Certification education
Fraudulent: No