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Remote Technical IT Support Specialist​/Remote Work

Online/Remote - Candidates ideally in
Valencia - Venezuela
Full Time, Remote position
Listed on 2021-06-19
Salary 400 USD Monthly USD 400 MONTH
Job specializations:
  • IT/Tech
    Computer/Electronics Technician, Computer Repair, Computer Support Specialist, IT Support, Technical Support
Job Description & How to Apply Below
Position:  Remote Technical IT Support Specialist (100% Remote Work)
Founded in 2004, Genashtim is a for-profit social enterprise. By leveraging technology and the internet, we have forged a virtual employment ecosystem that enables members of the marginalized communities, may it be persons with disabilities (physical and mental), LGBTQ+, refugees, senior citizens, minorities and other underserved communities, to collaborate & build a world-class organization, delivering remote back end support and digital learning services globally.

In this position, the Remote Technical IT Support will:
· Lead and participate in the design on IT support monitoring format and quality standards and provide trend data and quality IT support performance reporting and analytics by tracking trends audit results and identifying and reporting on systemic issues which create ongoing quality concerns.
· Review, redesign and implement quality monitoring protocols, scorecards, and guidelines for IT support, based on agreed service level agreements and KPIs.
· Suggest tools to improve efficiency and continuous improvement for quality monitoring data management system to compile and track performance at a team and individual levels.
· Prepare and analyze internal and external statistical quality reports for management staff review.
· Review and monitor customer care responses from IT support and provide recommendations for improvement based on agreed quality protocols.
· Generate weekly, monthly, and quarterly quality audit related reports, lead and participate in customer support validation/review to identify customer needs and expectations.
· Suggest and recommend appropriate actionable activities to further improve quality support provided.
· Maintain subject matter expertise being handled by knowing up-to-date products and services, policies, processes, and procedures.
· Facilitate training to transfer program product knowledge, support handling skills, customer service and program process and procedures
· Provide feedback to identify gaps in training and other areas of opportunity
· Prepare and present training materials through remote learning, hands on demonstrations, and supporting activities
· Participate and contribute to continuous learning culture by maintaining engagement in change management, product and services releases, policies, process, and procedures
Position Requirements
Tech School, 1 to 2 Years work experience
As a Remote Technical IT Support, you will need to have the following qualifications:
· Strong experience in quality assurance/ technical training gained from a business process outsourcing (BPO) or services solutions company or any other related organizations with quality support monitoring
· Strong analytical and problem-solving skills
· Demonstrated excellent verbal and written communication skills
· At least two (2) years’ experience as QA and Technical Training representative for Technical Support
· Highly analytical with excellent documentation and reporting skills
· Highly proficient in working with MS Word, Excel and Power point or Google Suite.

For this position to be able to work 100% remotely, mandatory PC specifications must be adhered to for your application to be fully processed. Genashtim may require you to submit these proofs of specifications and Genashtim reserves the right to conduct audits prior to onboarding.

o Stable internet connection with a minimum of 5mbps for download speed & 1mbps download, with a ping of not higher than 80ms.
o Properly functioning PC (laptop/desktop) Minimum specifications of:
• Processor comparable to Intel® i5 or higher; o 8GB of RAM; o 500GB SSD/ HDD or higher
• Data-enabled smartphone with minimum specifications of: o Android 5 or IOS 9; o Ability to install WhatsApp instant messaging application; o Mobile data and power back-up is a must;
• Minimum software requirements that may be installed to either or both to PC and/or smartphone include: o Licensed Windows® 10 64bit operating system; o Licensed Microsoft® Office 2013 or higher with PowerPoint, Excel, and Word (cloud/online or hard disk-based installation); o MS Teams or Instant Messaging (IM) applications such as WhatsApp, Viber, Line, Skype or any other designated IM tools; o People with Disabilities (PWD) assisted applications should be duly licensed.
Required Language Skills:
  • English - Good
Contact Information
Contact Name: Genashtim Innovative Learning Pte Ltd
Contact Phone: +60105225098
Preferred method of contact: Email with CV via Application Box below.
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