Employment Type : Full-Time
· Receive incoming calls from Client Community and provide first level support while following policies and procedures. · 1- 3 years in a service desk environment. · Research, resolve, and respond to questions received via telephone calls, emails, and call-backs in a timely manner, in accordance with standards. · Document each call verifying customer information and including all troubleshooting steps. · Escalate problems to appropriate individual/group based on established guidelines and procedures, Troubleshoot, analyse and resolve customer concerns. · Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction. · Routinely contribute to the Knowledge Base. · Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity. · Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers. · Attend training sessions as required, Participate in team projects that enhance the quality or efficiency of Service Desk delivery. · Assist in special product-related issues as needed developing business and technical writing skills, Perform other duties, as assigned. Job Type: Full-time Schedule: Work Remotely: