Help Desk Support Specialist

Job Summary

We at Coforge are hiring a Helpdesk support with below skillset:

Windows OS (Windows 7 and above), Ticketing Tools / Case Management Systems, Email, Chat & Voice Support

2-5 years

Charleston, West Virginia

• Handle inbound and outbound calls.
• Provide Level 1/2 support to clients.
• Identify issues and escalate them when necessary.
• Resolve end-user incidents and process requests on first contact via phone, email, and chat.
• Escalate user issues to appropriate resources when required.
• Perform software, hardware, and basic network troubleshooting.
• Clearly document user issues and troubleshooting steps.
• Maintain technical documentation.
• Communicate effectively via telephone, chat, and email with customers and peers across varying roles.
• Possess excellent skills in communication, interpersonal effectiveness, analytical thinking, and problem-solving.
• Be adept at troubleshooting system and application issues with the goal of first call resolution.
• Be proficient in Windows 7 and above.
• Have an understanding of LAN/WAN connectivity.
• Have an understanding of hardware (peripherals) along with moderate-to-high level software and hardware troubleshooting skills.
• Ability to multitask in a fast-paced environment.
• Prior customer service experience in a high-volume technical support center.
• Minimum 2+ years of call center experience or equivalent required.
• A+ certification is preferred but not required; other certifications are a plus.
• Strong understanding of technical support center or help desk environments, including operations and processes.