Support Agent

Job purpose: 

As a Support Agent, you'll be the first point of contact for our clients and vendors. You'll provide 24/7 customer support to our clients by taking calls, chat requests, or tickets and handling resulting incidents or service requests applying standard operating procedures, in line with expectations of the role.. This role requires a friendly disposition, communication skills and ability to resolve issues quickly and efficiently.

Qualifications

Bachelors degree/diploma in Computer Science, Information Technology or related field required

1 - 2 years' of experience in a technical support role preferred.

A+ (advantageous)

N+ (advantageous)

Requirements:

Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.

Uses MS product and process knowledge along with discretion to respond to tickets.

Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions. Build knowledge articles, or flag the need for such content, when relevant articles are not available.

Provide timely updates to clients, when requested, on any pending requests or tickets.

Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client.

Produce breach and aging reports for tickets opened by the service desk.

Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement.