Customer Services Specialist

Product Support Technicians are information technology (IT) professionals who provide technical support to internal / external users and clients as required. The Product Support Technician will be required to solve basic technical problems and provide support to resolve network, systems and software relating issues / requests. The goal is to make sure that customer experience value is maintained to meet the organizational goals.

Qualifications

• Bachelor’s or above Degree in Information Technology, Computer Science or related field
• Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred
• Excellent verbal and written communication skills
• Technical writing skills
• Problem-solving maven adept at quickly dissecting an issue into its component parts and identifying the root cause or opportunity
• Excellent prioritization skills - ability to multi-task and work well under pressure and adjust work accordingly, often against tight deadlines and without continued direct supervision
• ServiceDesk / CRM / ITSM tools experience preferred
• Ability to comprehend Native North American, British or Neutral Language Accents
• High energy, self-starter with bias for action and sense of urgency to deliver results
• Basic knowledge of ITIL Framework
• Knowledge of fundamental operations of relevant software, hardware and other equipment
• Attentive to customer concerns and render services with positive attitude
• Proactively identifying process improvement opportunities and ability to communicate to the management with evidence and data
• Available to work in Flexible shift timings

Responsibilities

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