IT Help Desk Customer Service Representative

We are looking for a customer service oriented Help desk customer service representative to provide customer service to users in an efficient and accurate manner. You will be considered as the firm's front liner. You will be answering incoming phone calls, creating service tickets, following up on service tickets as needed and assisting the Dispatcher as needed. The goal is to make sure that customer value is maintained to the standards set forth by the company., * Provide first level contact and enter service tickets

• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Utilize excellent customer service skills and exceed customers' expectations
• Ensure proper recording, documentation and closure
• Recommend procedure modifications or improvements
• Preserve and grow your knowledge of help desk procedures, products and services

• Proven working experience in providing IT help desk support
• Proficiency in English, spoken and written
• Working knowledge of help desk software, databases and remote control (Connectwise PSA, NinajOne RMM, Hudu)
• Strong client-facing and communication skills
• Multi-tasking skills
• Customer service orientation, * Customer service: 1 year (Required)
• Dispatching: 1 year (Required)

Pulled from the full job description

• Health insurance
• Retirement plan
• Vision insurance
• Dental insurance, * Dental insurance
• Health insurance
• Retirement plan
• Vision insurance