Ites Executive

**Customer Support Tech**: OVERVIEW iMerit is seeking Customer Support Techs to join one of its client in their Service Desk Operations. These techs will extend semi-technical support to client’s customers facing problems related to account set up, refunds and withdrawals. They are responsible for resolving problems faced by the client’s customers by identifying and analyzing issues and answering questions regarding system use. WHAT ARE WE LOOKING FOR? - **Fluent English speaker - **This is a must. Proficiency in other languages (especially Spanish) is a plus - **Ticketing Tool Experience -** Zendesk would be great. But having know how on such systems helps. - **Grammar enthusiast** - Do you know the difference between "your" and "you're" like the back of your hand? - **Hustle** - Do you thrive in a fast-paced, high-pressure environment? Do you enjoy rising to the occasion to promptly serve those in need? - **Tech-Savvy** - Is your CTRL or CMD button worn down? Have you ever embedded anything into your own website? Can you troubleshoot like no other? - **Grit** - When the going gets tough, do you level up and get things done? - **Empathizer** - Do you genuinely care about people and want to help them? Can you relate to someone who might be going through a difficult time and interact with them appropriately for each unique case? - **Attention to detail** - Did you notice "detail" is misspelled. - **Sense of humor** - Do you know and appreciate the power of a good laugh? - **Resourceful** - Are you able to research independently and discover creative solutions to challenges you may encounter? - **Analytical** - Can you identify trends, investigate anomalies, and communicate your findings to fellow team members? - **Organized** - Are you able to effectively organize and prioritize your day? - **Team Player** - Can your colleagues rely on you to provide your best work, and always put the team first? Do you challenge them to do the same? - **Flexible **- Testing your adaptability to work in a 24X7 JOB RESPONSIBILITIES - Provide semi-technical assistance and support for resolving issues and fulling service requests related to customer enquiries. - Monitor problem reports, queries and service requests received through service desk portal. - Triage and analyze problem reports, queries and service requests. - Communicate with users as required to clarify problem reports and service requests. - Run diagnostic programs to resolve problems. - Resolve problem reports, answer queries and fulfill service requests or escalate them to Level 2 technicians when required. - Adhere to resolution time SLAs prescribed by the client with Customer Satisfaction. - Reassign tickets as required to minimize length of technician ticket queues. - Keep users informed of actions being taken when resolution time exceeds SLAs. - Follow up with customers to ensure queries have been resolved and requested services completed. - Contribute to knowledge base documenting resolutions and procedures for common types of problems, queries and service requests. QUALIFICATIONS - Bachelor’s degree in computer science or information technology or equivalent. - A minimum of two years prior service desk experience. - Excellent communication and customer relationship/service skills. - Ability to make informed decisions quickly regarding triage, resolution and routing of tickets. - Logical thinking required to troubleshoot problems. - Ability to multi-task. - Ability to work a rotating schedule including nights and weekends. - Familiarity with Windows - Familiarity with MS office or its equivalent. - Familiarity with web-based hosting platforms preferred. - Familiarity with network monitoring tools preferred.