Mô tả công việc
Job Summary
Serves as the primary point of contact for users seeking remote technical assistance via phone, chat, and email.
Key Responsibilities
- Call & Ticket Handling: Answer inbound phone calls promptly and log all incidents and service requests accurately into the ITSM/ticketing tool (e.g., ServiceNow).
- First‑Line Troubleshooting: Diagnose and resolve basic hardware, software, network, and password‑reset issues using standard operating procedures.
- Escalation: Route unresolved or complex technical tickets efficiently to appropriate L2 or L3 support teams.
- Customer Service: Maintain high customer satisfaction by communicating clearly, managing expectations, and following up with users on open issues.
- Documentation: Record accurate notes of troubleshooting steps and contribute to the knowledge base (KB).
Skill Requirements
- Communication: Excellent verbal and written English communication skills for effective phone support.
- Technical Knowledge: Basic understanding of Windows/Mac OS, MS Office products, Active Directory basics, printers, and remote support tools.
Other Requirements
Yêu cầu kinh nghiệm
Basic knowledge of Windows, Mac OS, Microsoft Office, Active Directory, printers, and remote support tools, with excellent written and verbal English communication skills.