Job Description
As an IT Support Specialist, you will be instrumental in ensuring the seamless operation of our call center technology infrastructure. Your primary responsibilities will include troubleshooting hardware & software issues, providing technical assistance to call center staff, & implementing system improvements to enhance overall efficiency & customer experience.
Key Responsibilities:
- Act as a first-level contact for technical issues within the call center, providing swift resolutions.
- Properly escalate unresolved queries to the next level of support.
- Track, route, & redirect problems to correct resources.
- Walk staff through problem-solving processes.
- Follow up with staff, provide feedback, & see problems through to resolution.
- Utilize excellent customer service skills & exceed internal customers’ expectations.
- Ensure proper recording, documentation, & closure of trouble tickets.
- Recommend procedure modifications or improvements.
- Preserve and grow your knowledge of help desk procedures, products, & services.
Requirements:
- Bachelor degree in Information Technology, Computer Science, or related field.
- Proven experience as an IT Support Professional or Executive within a call center environment.
- Tech-savvy with working knowledge of office automation products, databases, & remote control.
- Good understanding of computer systems, mobile devices, & other tech products.
- Ability to diagnose & resolve basic technical issues.
- Customer-oriented and cool-tempered individual with excellent communication skills.
- Certifications in Microsoft, Linux, Cisco, or similar would be an advantage.