Job Description :
Provide remote technical service in order to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.
Working independently while using standard protocol when needed to respond to customer issues. Moderate judgment is used to supplement the outlined process.
Successfully resolve moderate to more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty, enterprise and some mission-critical).
Proactively assist customers to avoid or reduce problem occurrence. ' Participates in projects for process or quality improvements.
Education and Experience Required :
2+ years of experience in Service Desk Technical Support Technical equivalent to level 1 or level 1.5 (Experience in a customer-facing role, remote support, telephone, e- support, e-chat or similar)
Possess an advanced level of English written and verbal. ( Level B2+ and up )
Possess a High school education or equivalent.
Preferred Qualifications (Additional qualifications are in addition to the minimum requirements and are considered a plus factor in identifying top candidates)
Preferably experience supporting the following MS products : Microsoft Teams, Skype for Business, Windows, Outlook, Exchange, SharePoint , PowerBI and Office, Non windows Microsoft Product (i.
e Office for Mac), AV (Audio Video) . Certification on these MS products is a plus.
Advanced level of English, both written and verbal. Level B2 and up.
Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite, programming.