Executive recruitment company Monroe Consulting Group Philippines is recruiting on behalf of a leading company that provides managed services backed by its own scalable technology platforms with a focus on network and digital transformation.
Job Summary
The Tier I Help Desk Technician is responsible for performing routine troubleshooting, and incident handling procedures while maintaining customer satisfaction and contributing to the highest delivery level of customer service possible.
Key Job Responsibilities
Serve as the first point of contact for customers seeking technical assistance
Respond to requests for technical assistance via phone, chat or email.
Diagnose and resolve technical hardware and software issues
Advise customers on appropriate actions
Log all help desk interactions
Awareness of customer service principles and practices
Ability to follow Help Desk procedures while working in an ITIL environment
Ability to work within team-oriented, collaborative environment
Ability to rapidly adapt and manage multiple demands concurrently while prioritizing issues in a fast-moving, dynamic environment.
Maintaining excellent communication, interpersonal, problem solving, and analytical skills and practices
Escalate to Tier II Help Desk Technicians as needed to resolve issues.
Key Job Requirements
1-2 years of working in a call center environment.
1-2 years reviewing work quality.
1-2 years previous in quality control assurance and validation experience.
Proficient in communicating clearly in written and oral English.
Ability to learn complex technical information quickly.
Meticulous attention to detail and accuracy is a must.
Strong analytical, problem-solving skills, and decision-making skills.
Work independently with little oversight or management.
Great time management and organizational skills.
Experience with teaching and training peers and neighboring departments.
Experience with creating training documents and course pathways.
Highly focused on driving repeatable success across internal and external channels.
Familiarity with cabling, network, and alarm system terminology and support.
Strong computer skills (Windows Operating System).
Excellent knowledge of the Internet, email, MS Word, and MS Excel.
Ability to type no fewer than 30 words per minute while on the telephone.
