Requisition ID :
Posting Date :
Technology Field/Customer Support Services Group
Isabela, PR US
Provides level 1 technical support to users for basic computer related technical problems. Enters tickets into the call tracking tool; ensures information is accurate, prioritized and assigned to a queue. Provide the highest quality of customer service; being able to place orders correctly according to client's requirements and being able to follow through to completion.
Essential Job Functions
Answers help desk telephones and responds to basic customer inquiries to ensure customer needs are met.
Assists customers in resolving basic technical problems by providing scripted guidance regarding software and hardware problems. Resolves and/or refers more complex technical problems through a defined escalation process.
Place orders in the system, follow up until fulfillment and billing.
Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.
High school diploma or G.E.D.
Highly Proficiency English (verbal & written)
One or more years of technical training in computer support preferred
Zero or more years of technical or customer support experience
Experience working with company products and operating systems
Experience with solving computer-related problems
Experience with customer service.
Interpersonal skills to interact with customers and team members
Great English Communications and Documentation skills
Organization skills to balance and prioritize work
Analytical and problem-solving skills
Ability to follow verbal and written instruction
Ability to work in a team environment
MS Office (word, excel, ppt)
Ability to learn customer specific software/portal