Perform Incident and Request Queue Management for Auxis clients and assign the tickets as appropriate
Provide first level contact and convey resolutions to customer issues
Properly escalate unresolved queries to the next level of support
Track, route and redirect problems to correct resources
Update customer data and produce activity reports
Walk customers through problem solving process
Follow up with customers.
Utilize excellent customer service skills and exceed customers’ expectations
Ensure proper recording, documentation and closure
Recommended procedure modifications or improvements
Preserve and grow your knowledge of help desk procedures, products and services
Working closely with and in support of the IT Service Desk Level 2, NOC and Engineering team members.
Coordinating user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity.
Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
Other related tasks and responsibilities as directed by the Auxis Service Support Team Lead or his designate(s)
Additional responsibilities include : Comply and adhere to Auxis operational processes and security policiesUse of Auxis Service management tools for Incident, Problem, Change and Configuration managementUse of Auxis monitoring and management tools for the devices and infrastructure applicationsAttend all operational and project (ad-
hoc) related scheduled meetings as requiredYour working hours will be in accordance with the normal business hours at the client sites that you are servicing, or on a specific schedule to be determined by the Auxis Service Support Team Lead.
Skills and Experience
B2+ English Language (Oral and writing)
C1 Portuguese Language (Oral and writing)
Knowledge / Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library).
1-2 years of Technical support Experience Knowledge / Training on best practices or IT frameworks, such as ITIL (Information Technology Infrastructure Library).
Active Directory, Exchange, Office 365, network-shared printers and drives experiences.
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