What are the responsibilities and job description for the Remote Help Desk Support Associate position at CSI Companies?
Job Summary
The ideal candidate should possess extensive experience in high call volume IT Helpdesk or Service Desk roles. Our client’s fast-paced Service Desk environment requires individuals who can hit the ground running.
Job Responsibilities :
- Tier One support including initial call handling, ticket creation, first call resolution as often as possible, and call escalation in accordance with the Client’s process.
- Answer incoming calls promptly and courteously, identifying client needs and providing appropriate assistance.
- Document all client interactions accurately in the ticketing system, ensuring detailed descriptions of issues and any actions taken.
- Strive to resolve client issues during the initial call, utilizing available resources and knowledge to provide effective solutions.
- Recognize when issues require escalation and follow the client’s escalation procedures to ensure timely resolution by Tier Two or specialized teams.
- Maintain clear and professional communication with clients throughout the support process, providing updates as needed.
- Contribute to the development and maintenance of a knowledge base by documenting solutions and troubleshooting steps for future reference.
- Work closely with other support team members to share knowledge, collaborate on complex issues, and improve overall service delivery.
Qualifications
