As an IT Specialist, you will have responsibilities to provide the highest levels of customer experience as a Senior Help Desk Technician and Deskside Technician. The IT Specialist will be the first point of contact for all IT service desk incidents and requests in a fast-paced professional environment. In this new position, you will field customer calls, troubleshoot, document and resolve IT related issues. You will work in a timely and efficient manner while ensuring attendance, quality and customer service metrics are met. This position is intended to be responsible for a higher level of support and will also aid decrease the amount of walk-ups for onsite Deskside Technicians.
Primary responsibilities including but are not limited to:
Answer incoming calls, process all email requests received, process live chat requests and log all customer questions and issues accurately and efficiently into the ticketing system (ServiceNow)
Troubleshoot hardware, software and network related issues
Provide restorative or maintenance actions to resolve end-user issues
Assist with documenting/rating knowledge based articles
Assist with special project work as needed
Escalate problems to the next level of support when necessary
Consistently meet or exceed advanced individual IT SD and customer service metrics required
Ability to work a 24 x 7 schedule required
Passion, ambition and drive to work in an extremely demanding customer service environment
Demonstrated ability to work under pressure
Outstanding communication skills and a distinct passion for service
IT knowledge or a completed apprenticeship
Outstanding customer orientation, i.e. ability to build rapport and trust quickly and to influence an audience through communication to arrive at the best solution
Excellent English written and verbal communication skills, i.e., active listening, ability to clearly summarize an issue, both in writing and verbally
Ability to read and write English ticket reference information on Incident Platform
Excellent problem-solving skills, i.e., ability to apply a highly logical and well-organized approach to the analysis and resolution of issues
Basic support knowledge of: MS Windows7/Windows 10, MS Office 2007/2013, Internet browsers, Mobiles (iPhones, Androids) Cisco VPN, Network Printing, wireless routers, Active Directory, MS Exchange, Collaboration tools (Sharepoint, Webex, Egnyte)
Good judgment skills with a strong sense for urgency and attention to detail
Minimum of five (5) years of Contact/Call Center/BPO experience, preferably in a Technical support program or accounts requiring technical focus.
General affinity for IT related topics with a strong desire to learn and ability to adapt quickly to change.
Basic knowledge regarding MS Windows & MS Office 2007/Office 2013, Windows Active Directory
Proven Senior level Customer Service experience preferably in the technical support field, handling challenging and unique situations
Excellent verbal and written communication skills
Solid documentation skills
Ability to complete special projects/assignments with minimal supervision
Team and customer-oriented attitude
Shift flexibility performing services for a 24 x 7 Global customer
Outstanding attendance and schedule adherence
Service Now experience is an advantage
Performance objectives for this position:
Satisfy users. Understands the impact of service quality on customer satisfaction. Receives positive feedback from the client’s community regarding the clarity of their communications, patience, and problem-solving abilities.
Creatively handles complex client issues. Demonstrates sound judgment, uses resources wisely, and knows when to escalate. When an issue cannot be resolved immediately, specialists apply their creativity to identify alternatives and workarounds to enable our users to continue working until a more permanent solution is found. Specialists understand that their most important priority is to get their colleague up and running quickly. They have a strong sense of customer orientation and an understanding of the business needs of the Firm’s end-users.
Actively engages in self learning and self-improvement. Asks for guidance on how to improve and use new knowledge regularly. Examines situations that occurred with the intent to improve for future operations. Open to suggestions for improvement (self-motivation, curiosity, communication)
Demonstrates general helpfulness to colleagues. All specialists demonstrate the willingness to help their colleagues by sharing knowledge, being punctual and available when the desk is busy, and showing overall care for team members.
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Created in 1987, Stefanini is a $1B global IT provider of business solutions with locations in 39 countries across the Americas, Europe, Australia and Asia. With more than 22,000 employees, Stefanini provides onshore, offshore and nearshore IT services, including application development services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. The corporate global headquarters is located in Sao Paulo, Brazil, with the European headquarters in Brussels and North American headquarters in metropolitan Detroit.
In an ever-evolving technological landscape, could you be the next IT innovator Join our team of talented problem solvers and creative thinkers, and help us re-engineer the world through digital transformation.
We encourage walk-in applicants!
Our recruitment hub is open from Monday - Friday except Philippine holiday, 10:00 AM - 6:00 PM. Please bring a copy of your updated resume to apply.
AWARDS AND RECOGNITION
- Named Company of the Year by the Journal Informática Hoje 2017
- Ranked the Most Innovative Company in the IT Industry by “Valor Inovação Brasil 2017
- Received the Business Innovation Award at the 2017 Excellence in Southfield Awards & Reception
PERKS AND BENEFITS
- Career Growth Prospects
- Paid Time Off (PTO)
- Paid Bereavement/Family Leave
- Maternity & Paternity Leave
- Single Parent Leave
- Life Insurance
- Medical/Health Insurance
- Medical, Prescription, Dental, or Vision Plans
- Employee Discounts
- Transportation Allowance
- Performance Bonus
- Awards and Employee Recognition Program
Functions : Customer Service/Call Centre/BPO, IT
Industries : ITES/BPO, IT/Computers - Hardware, IT/Computers - Software, Recruitment/Staffing/RPO
Skills/Roles I hire for: Level I and II IT, Multilingual IT, and various support/corporate positions
level Hiring For: Junior Level, Mid Level, High Level, Top Management
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