The role of a Help Desk technician involves actively monitoring and documenting ongoing maintenance and outage activities.

You will be responsible for communicating any ongoing issues to both the company and customers as needed. In the event of a detected problem, you’ll be equipped to resolve it independently; if not, you’ll generate a ticket for escalation to a higher tier or for notification to an external department. In both scenarios, meticulous documentation of all incidents and work activities is a crucial expectation.

Continuous monitoring of various information sources is a key aspect of the role. Depending on your skill set, you may be tasked with monitoring and troubleshooting one or more infrastructure categories. Examples include but are not limited to servers, email systems, backups, storage capacity, network health, malware infections, or performance reporting.

Opportunities for promotion can be quite frequent as your experience, skill set, and training increase. The work schedule is shift-oriented and operates 24×7. During your first months, you may need to summon your inner night owl. However, as you build seniority, you’ll have more opportunities to choose your own shifts.

Job requirements and qualifications:

• Proven experience or knowledge in Jira, Service Now, Salesforce, or other CRM systems 
• Superior customer service  
• Capacity to remain calm under pressure  
• The ability to prioritize and multitask, with excellent time management skills
• Strong interpersonal skills including active listening, writing, and talking  
• Ability to interact and communicate with internal and external professionals  
• Ability to work by yourself, with no need for, or minimal supervisor. 

We are hiring a customer service representative to manage customer queries and complaints. You will also be asked to process orders, modifications and escalate complaints across several communication channels. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers. 

Customer Service Representative Responsibilities: 

• Maintaining a positive, empathetic, and professional attitude toward customers at all times. 
• Acknowledging and resolving customer complaints. 
• Processing orders, forms, applications, and requests. 
• Keeping records of customer interactions, transactions, comments, and complaints. 
• Communicating and coordinating with colleagues as necessary. 
• Providing feedback on the efficiency of the customer service process. 
• Identifying and assessing a customer’s needs to ensure they are satisfied, dealing with customer complaints on the phone or by e-mail  
• De-escalating situations involving dissatisfied customers, offering help and support  
• Calling clients in order to share information about the status of their problems – steps to resolve and the time required   
• Recommending potential products and services to suit customer’s needs  
• Guide customers through the problem-solving process, navigate through the company’s web applications, or use products and services  

Job requirements and qualifications:

• Solid internet search skills  
• Good knowledge of MS Office  
• Superior customer service  
• Capacity to remain calm under intense pressure  
• The ability to prioritize and multitask, with excellent time management skills
• Strong interpersonal skills including active listening, writing, and talking  
• Ability to interact and communicate with internal and external professionals  
• Ability to work by yourself, with no need for, or minimal supervisor.