Help Desk Specialist

Job Title:
Help Desk Specialist
Job Function:
First Level,  Customer Support
Department:Help Desk
Reports To:Help Desk Manager
Pay
$10 – $12 per hour

 

We are looking for a customer service oriented Help Desk Specialist to provide technical support to users in an efficient and accurate manner. You will be considered as Wind River Internet’s first level customer support, solve basic technical problems and provide support for all assigned areas. The goal is to ensure that customer value is maintained to the standards set forth by Wind River Internet.

Essential duties and  responsibilities:

  • Providing first level contact and convey possible resolutions to customer issues
  • Properly escalating unresolved queries to the next level of support 
  • Tracking, routing and redirecting problems to correct resources

 

Responsibilities will include, but are not limited to: 

  • Provide first level contact and convey resolutions to customer issues
  • Properly escalate unresolved inquiries to the next level of support
  • Track, route and redirect problems to correct resources
  • Update customer data and produce activity reports
  • 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
  • Recommended procedure modifications or improvements
  • Preserve and grow your knowledge of help desk procedures, products and services

Requirement knowledge/experience: 

  • Proficiency in English
  • Knowledge of help desk software, databases and remote control
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientated 
  • Study in Information Technology, Computer Science or equivalent