Answer incoming technical support calls, chats and emails.
Identify severity of case by asking the right questions, analyzing and allocating the case appropriately based on its severity.
Provide resolutions by identifying systematic problems, researching answers; guiding test center administrators through the corrective steps.
Document details of cases and prioritize according to urgency and importance in Salesforce.
Monitor support queues in Salesforce and take accountability in following through with end-to-end resolutions.
Escalate urgent requests or those that require a more in-depth knowledge and understanding to the attention of Level II Analysts and the Support Manager.
Identify, recommend and communicate changes to existing procedures
Work on projects and special initiatives as approved by team leads and managers.
Requirements
Candidate should at least possess a Diploma (Advanced / Higher or Graduate) Bachelor's Degree in any discipline. Computer Science / Information Technology or equivalent is preferred.
Experience of up to 2 years in Technical Helpdesk or Customer Service is highly preferred.
Able to speak fluent English.
You care deeply about your performance and your teams performance
Logical thinker with good analytical and problem solving skills
Up-to-date technical knowledge
Understand Basic User & Security Group Active Directory administration.
An in depth understanding of LAN, TCP/IP, Citrix environments as well as being able to troubleshoot laptops, desktops, thin client devices, Windows 2008 servers and above.
