Job Description
Description
:
Job Description: This position's shift is for Sunday and then Wednesday through Saturday, 11 AM COT to 8 PM COT.
Responsibilities:
• Deliver prompt, courteous, and efficient customer service, ensuring an exceptional customer experience for every client through phone calls, chats, and email.
• Responding to tickets in an efficient amount of time and escalating tickets to other IT teams when necessary.
• Utilize a variety of communications tools and methods to guide users through the troubleshooting process. (i.e. Microsoft Teams, Client, Cisco WebEx, and Bomgar Remote Client). Prioritizing helpdesk tickets with high priority and urgency.
• Provide detailed documentation when resolving or escalating tickets to other members of the IT team
• Collaborate with other analysts, senior technicians, and management to troubleshoot and resolve complex issues.
• Analyze and resolve hardware, softwar...
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