Skills

Live chat
Customer service
LAN
Research
WAN

Basic Job Description:

Service Desk L1 Support Specialist responds to incoming calls, chats, emails, or self-service portal tickets. Job requires that the Support Specialist listen attentively, document conversations, research solutions in a knowledge base and walk people through support steps or understand how to email support articles or related information to end users. Support Specialist may support as many as three clients.

Agents are expected to play a key part of the Knowledge Management life cycle, reporting missing articles or articles that need to be updated or retired.

Agent productivity is based on assignment. Expectation is that agents should be able to handle between 25 and 30 inbound interactions daily.

Agent flexibility is a key component of this role. Clients may be asked to move from client to client as customers and business support requirements change. This will ensure a good level of agent utilization during their shifts.

The role includes some or all of the following key responsibilities:

Receives calls and logs internal and/or external customer problem/request/issue and ensures proper documentation.
Performs customer request/problem identification and follows defined procedures to resolve correctly. Documents troubleshooting efforts and customer information in data capture tool and when required, transfers call or promptly notifies responsible party for resolution
Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention
Develops and maintains knowledge of customer and customer specific business environment
Develops and maintains an understanding of customer Service Level Agreements and department's/product's key performance requirements
Develops and maintains product knowledge, industry knowledge, and business and professional skills by participating in on-the-role training and classroom training
Shares information required for the team to be successful
Demonstrates understanding of the customer's business needs or market and maintains high customer satisfaction ratings
Develops and maintains knowledge of order entry, incident management and knowledge management tools, client information systems, and service desk procedures
Seeks opportunities to improve knowledge, skills, and performance by reviewing knowledge base content, practicing skills and being receptive to coaching and constructive feedback
May promote client products and services by suggesting additional or alternative products to meet customer's needs
May perform follow upon incidents with customer to ensure customer satisfaction
May act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead
May identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction
May take accountability for effectively handling senior level escalations or customer complaints received via various sources
May assist with monitoring and tracking incidents to ensure resolution occurs within the customer Service Level Agreement
May complete and resolve non-call customer contact requests received by mail, web or email
May complete outbound customer contacts to resolve customer issues or recommend products or services, e.g., request bill payment, follow up on customer issues
May manage the team by resource planning in order to optimize availability, set goals and objectives for each team member and ensure individuals meet their targets
May deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content, and assist in design and creation of relevant training material
Ensure proper documentation, notification, escalation, tracking and follow-up
Document troubleshooting efforts and customer information in data capture tool and when required, transfer call or promptly notify responsible party for resolution
Liaise with other support teams, or product teams
Provide functional and/or technical support
Complete all training (i.e. on processes, tools and on functional subject of support)
Take direction and complete simple technical tasks

Skills:

Strong troubleshooting and problem-solving skills
Previous experience in IT Service Desk teams or similar work
Previous experience using ticketing tools or similar service management tools
Understanding of the general end user technology like computer, network, mobile phone, wireless connectivity, and related devices
Understanding of the general use of Windows, Active Directory, and O365 – additional operating systems are welcome
Understanding of WAN, LAN, Wireless connectivity principles and troubleshooting
Strong documentation skills – good spelling & grammar are essential
Experience working in a team environment is essential
Experience working remotely and communicating with team leads through Chat tools is critical to the role
Candidate must enjoy talking, display patience and display positive personality
Ability to work unsupervised is essential: on-line supervision and escalations points are there to help but candidates are encouraged to be self sufficient

Work Hours:

Monday – Sunday unless specified job can morning, evening, or night.
Split shifts are an option.
Overtime may occasionally be required.
Work on holidays is occasionally required.
All local labor laws apply.

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