Job Summary

Responsibilities:

Provide support to customer issues (phone, email, chat) according to company SLAs
Assist in configuration and implementation of new systems
Properly escalate unresolved cases to advanced support queues
Follow up with customers to see problems through to resolution
Utilize excellent customer service skills and exceed customers’ expectations
Ensure proper recording, documentation, and closure of tickets
Recommend procedure modifications or improvements
Preserve and grow your knowledge of company procedures, products, and services
Continually research and learn new configurations, new products, and support methods

Requirements 

Proven working experience in providing remote help desk support
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Customer service orientation
IT/Networking and PBX/VoIP Help Desk experience
Project management skills
Fluent English – verbal and written communication skills