Help Desk Specialist

ISG2Tech
  • Post Date: 21/12/2018
  • Apply Before: 21/01/2019
  • Applications 2
  • Views 91
Job Overview

ISG2 is the team of experts in Supply Chain Management working with TOP international companies in such segments as Transportation, Automotive and Warehousing & Processing management system for metals.

We are looking for a proactive Help Desk Specialist providing Level 1 technical assistance and support, and resolve problems related to the use of computer software for end users. You will keep our customers happy by providing fast and excellent support.

 

Responsibilities:

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Analyze, resolve, respond to, and document end user inquiries
  • Quick trainings for customers over phone, addressing them to video help resources
  • Put tickets to tracking system (Redmine),
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Update tickets with accurate and timely records of work performed, and resolution detail
  • Provide accurate information on IT products or services
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Run testing scripts from user perspective
  • Perform additional tasks when required
  • Participate in projects
  • Create user documentation from videos and screenshots with description

Job requirements

  • High School Diploma
  • Fluent (Advanced) English
  • Customer service orientation
  • Excellent problem solving and communication skills
  • Ability to work in a fast-paced team environment
  • Ability to work in evening shift: 6 pm to 1 am by Kyiv time
  • Excellent verbal and written communication in English language
  • *Experience with Javascript and Java applications application environment a plus
Job Detail
  • Career LevelJunior
  • ExperienceFresh
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