Technical Support Representative (Service Desk)

Key responsibilities include, but are not limited to:

  • Provide first level support
  • Answer phone calls and web generated incidents
  • Respond to voice mails
  • Make outbound customer calls
  • Ownership and accountability of incidents throughout ticket lifecycle
  • Ensure all tickets are properly documented with all troubleshooting procedures
  • Assist in documenting solutions to resolve customer issue
  • Open tickets in Service Request System
  • Ensure incidents are properly resolved and / or escalated to second level support
  • Inform management of incidents that have a significant business impact
  • Submit suggestions for process and procedure improvements
  • Responsible for ensuring a high degree of customer satisfaction


  • Graduate of any 4 year course
  • Preferably with two years call center experience
  • Proficient in Windows 2K and Microsoft Office Suite products
  • Dependable and flexible with work schedule
  • A high degree of personal accountability
  • Team oriented and diversity sensitive
  • Possess analytical ability and think ‘outside the box’
  • Well organized and able to manage multiple priorities simultaneously
  • Proven track record to positive performance reliability
  • Excellent proficiency in U.S. English
  • Excellent verbal and written communication skills
  • Excellent reasoning and troubleshooting skills
  • Desire and ability to work within a high volume call center environment with high customer service expectations
  • Strong sense of urgency with the ability to multi-task in a fast-paced environment
  • Able to learn large amounts of information quickly with high retention
  • Able to follow instructions as documented and to recommend change as needed
2017-11-17T03:29:55+00:00November 11, 2017|Categories: Job Openings|