
Help Desk Professional
2 days ago
Job Summary:
- Primary Responsibilities
- Respond to customer inquiries, diagnose issues, and resolve support queries via various communication channels.
- Maintain high response rates and resolution times as defined by Service Level Objectives (SLO).
- Ensure excellent customer satisfaction scores and adhere to quality standards in most cases.
- Utilize existing knowledge bases to provide root cause assessments to customers.
- Provide bug progress summaries using available tools and platforms.
- Essential Skills
- Excellent verbal and written communication skills.
- Typing skills with a minimum speed of 60-80 words per minute.
- Proven problem-solving experience with complex issues and SOP documents.
- Support experience with analytical skills and knowledge of case lifecycles.
- Familiarity with ticketing tools and ITIL principles.
- Desirable Qualifications
- At least 6 months of experience in infrastructure, storage, or service desk roles.
- Hands-on experience with Google products, including Gmail, Calendar, Meet, Drive, Docs, Sheets, Slides, and Forms.
- Google Workspace Administrator certification is an added advantage.
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