PURPOSE- Assist customers by being the SPOC (single point of contact) for all technology-related issues and requests, escalating un-resolvable issues to the next level. Ensure compliance with client’s technical and quality standards and procedures always utilizing exceptional customer service to attain the highest degree of customer satisfaction.

EDUCATION

• High School Diploma or equivalent
• Previous experience in a Service Desk or Customer Service environment a plus.
• Two Years Technical School or Technical Certifications a plus.

EXPERIENCE

• Experience working in a customer-focused role / support environment desired.
• Experience in troubleshooting mobile devices and network connectivity a plus.
• Experience working with Active Directory and basic account administration process and support a plus.
• Proficiency in English.

KEY PERFORMANCE INDICATORS

• Handle various types of customer contacts through phone, chat, email and self-service with agreed SLA/XLA.
• Ensure all support efforts meet outlined quality guidelines and policies.
• Records Incidents and Requests within the ITMS tool and assigns to appropriate Resolver groups as needed.
• Captures accurate customer contact information, accurate description of issues or request and all actions taken during the interaction and applies appropriate classification codes for all tickets.
• Participates in Knowledge Management processes as required.
• Participates in major incident management processes as required.
• Correct use of escalations to Service Desk Expert or Process Controller per Service Desk procedures.
  This job description is intended to describe the general responsibilities and type of work being performed by people assigned to this position. The major job functions/components above are the typical functions of the job and are not an exhaustive or comprehensive list of all possible job responsibilities, tasks and duties. Personnel, vendors assigned in this position should be aware that the responsibilities, tasks, and duties of the jobholder may differ from those outlined in this job description and various other duties may be assigned as needed.

Please refer the Job description for details