Helpdesk Technician I

About the role

Provide technical end-user support via telephone, email, or web chat.

Provide restorative or maintenance actions to resolve end-user problems.

Respond to end-user problems based on standard procedures.

Must correctly track incidents and calls, including but not limited to entering data into the database timely and accurately.

Responsibilities

• Provide technical end-user support via telephone, email, or web chat.
• Provide restorative or maintenance actions to resolve end-user problems.
• Respond to end-user problems based on standard procedures.
• Maintain accurate records of all incidents and calls entered into the database.
• Ensure timely and accurate entry of data into the database.

Requirements

• Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.
• Bachelor's degree or vocational in IT-related courses is a plus.
• Excellent in oral and written English communication.
• Excellent customer service skills.
• Must consistently meet or exceed required performance criteria.
• Able and willing to take several calls a day when necessary.
• Familiarity and good working knowledge in PC hardware and software troubleshooting.
• Prior Software Application support (e.g. Outlook, etc.) experience is a plus.
• Prior BPO experience in Technical Support is a plus.
• Familiarity with ticketing system, a strong advantage.

Qualifications

Must have a valid driver’s license and reliable transportation.

Must be able to work flexible hours, including evenings and weekends.

Must be able to lift up to 25 pounds.

Must be able to work in a fast-paced environment.

Must be able to work independently and as part of a team.

Must be able to communicate effectively both verbally and in writing.

Must be able to follow instructions and procedures.

Must be able to handle confidential information with discretion.

Must be able to troubleshoot and resolve technical issues.

Must be able to maintain a positive attitude and provide excellent customer service.

Skills

• Excellent in oral and written English communication.
• Excellent customer service skills.
• Familiarity with PC hardware and software troubleshooting.
• Prior Software Application support (e.g. Outlook, etc.) experience.
• Prior BPO experience in Technical Support.
• Familiarity with ticketing system.

Benefits

Flexible scheduling.

Professional development opportunities.

Health insurance coverage.

Retirement plan options.

Employee assistance program.

Discounts on company products and services.

Commuter benefits.

Work-life balance initiatives.

Pay

Estimate: $72,494 per year

Salary range: $68,699 - $73,360

Salary is commensurate with experience.

Schedule

Shift flexibility and schedule adherence are required for the position.