Help Desk Support Specialist with International Voice Expertise
5 days ago
eJAmerica seeks a highly skilled Help Desk Support Specialist to join our team. This role involves providing first-level IT support with a focus on international voice support.
Key Responsibilities- Handle Tier 1 help desk queries through the internal ticketing system and international voice calls.
- Troubleshoot basic IT issues, including password resets, file/folder access, Windows administration, and internet connectivity.
- Escalate complex issues to Tier 2 support or relevant IT specialists.
- Provide exceptional customer service to global users via voice, email, and chat.
- Communicate technical solutions clearly to users with varying technical knowledge levels.
- Ensure adherence to service level agreements (SLAs) and maintain high customer satisfaction.
- Document all troubleshooting steps and create knowledgebase articles for common issues.
- Ensure compliance with IT policies, including password management and data protection.
- Maintain records of tickets and follow documentation standards for IT operations.
- Minimize downtime impact on users by efficiently resolving issues and maintaining clear communication during unscheduled downtimes.
- Support continuous improvement by identifying trends in recurring issues and suggesting proactive solutions.
- Interact regularly with IT management for updates on operational activities.
- Collaborate with team members to assess support needs and improve processes.
We are seeking candidates with 3–4 years of experience in customer service or a help desk environment, with international voice support experience. A strong command of English and excellent verbal and written communication skills are also essential. The ideal candidate will have hands-on experience with IT troubleshooting in areas such as password management, Windows administration, and basic networking. Familiarity with ticketing systems and standard IT operating procedures is a plus.
Salary and BenefitsThe estimated salary for this position is $45,000 - $55,000 per annum, depending on qualifications and experience. eJAmerica offers a comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.
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