Job Title: Help Desk Agent
Start Date for Training Period: From Nov. 15th 2018 to January 10th 2019 (estimated)
Start Date for Job: January 15th 2019 (estimated).
Schedule: From 5 p.m. to 12:30 a.m and from 12:30 a.m to 08:00 a.m. Work during Saturday and Sunday also will be evaluated.
Help Desk Job Purpose
Provide user support and customer service (help desk) on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.
Help Desk Job Duties
• Responding in a timely manner to service issues and customer requests via Web Help Desk Application, email, or phone.
• Providing technical assistance for questions and problems.
• Following up with customers to ensure full resolution of issues.
• Diagnosing system errors and other issues (incidents and problems).
• Follow standard help desk procedures.
• Log all help desk interactions.
• Setting up accounts for new users.
• Redirect problems to correct resource.
• Identify and escalate situations requiring urgent attention.
• Track and route problems and requests and document resolutions.
• Writing, editing, and revising user’s manuals for new and updated software.
• Running reports to analyze common complaints and problems.
• Inform management of recurring problems.
• Stay current with system information, changes and updates.
Help Desk Skills and Qualifications
• Education in computer science or IT related discipline (Junior Engineer).
• Ability to troubleshoot and diagnose information systems problems.
• Good customer service skills. Build customer relationships as part of the process
• Manage and take ownership of the resolution process for all customer related issues.
• Ability to communicate effectively to help customers fix their issues and feel satisfied with the experience.
• Writing and editing skills to aid in writing and updating user’s manuals.
• Spanish and English fluency required (read, write and speak).
• Commitment to attendance.
• An ability to prioritize and delegate.
• Working knowledge of fundamental operations of the software and platform.
• Knowledge of relevant call tracking for installed applications.
• Knowledge and experience of customer service practices.
• Ability to work well in a dynamic, fast changing environment.
• Intermediate computer skills (e.g. hardware, operating systems, internet).
• Good team interaction.
The following documents are required: Resume/CV, copy of cedula, copy of obtained diplomas and Police Record.
