Customer Services Specialist

ibex. Pakistan


Date: 2 weeks ago
City: Remote
Contract type: Full time
Remote
Product Support Technicians are information technology (IT) professionals who provide technical support to internal/external users and clients as required. The Product Support Technician will be required to solve basic technical problems and provide support to resolve network, systems and software relating issues/requests. The goal is to make sure that customer experience value is maintained to meet the organizational goals.

Qualifications

  • Bachelor’s or above Degree in Information Technology, Computer Science or related field
  • Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred
  • Excellent verbal and written communication skills
  • Technical writing skills
  • Problem-solving maven adept at quickly dissecting an issue into its component parts and identifying the root cause or opportunity
  • Excellent prioritization skills - ability to multi-task and work well under pressure and adjust work accordingly, often against tight deadlines and without continued direct supervision
  • ServiceDesk/CRM/ITSM tools experience preferred
  • Ability to comprehend Native North American, British or Neutral Language Accents
  • High energy, self-starter with bias for action and sense of urgency to deliver results
  • Basic knowledge of ITIL Framework
  • Knowledge of fundamental operations of relevant software, hardware and other equipment
  • Attentive to customer concerns and render services with positive attitude
  • Proactively identifying process improvement opportunities and ability to communicate to the management with evidence and data
  • Available to work in Flexible shift timings

Responsibilities

  • Tackle issues and service requests reported via calls
  • Diagnose and resolve issues and requests, reported through emails
  • Carefully follow through the email threads and manage them in Outlook shared mailbox
  • Respond with proficient technical writing skills
  • Accurately maintaining the log and track of reported issues and requests via unique tickets
  • Assignment of tickets to correct teams
  • Ensure completing the cycle of tickets (open to end)
  • Managing/troubleshooting user accounts, user-permissions, ceasing user accounts and rights on corporate resources by applying group policies
  • Troubleshooting Level-1 (preliminary diagnosis) of issues on Windows and Mac OS
  • Dealing with minor Microsoft Outlook issues and providing support to users with email configuration settings on the exchange
  • Providing/troubleshooting VPN services for remote users
  • Providing onsite and remote help using VNC/Team Viewer utility
  • Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications), ensuring and applying essential updates & fixes
  • Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols)
  • Windows/Linux/Mac OS multiple flavors basic knowledge (Windows Server edition/Win 10/Ubuntu/Monterey etc.)

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