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Job Description & How to Apply Below
Job Summary
We are looking for a Help desk specialist to provide technical support to Clients in an efficient and accurate manner. You will be considered as the firm's front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.
Responsibilities
Provide first level contact and convey resolutions to customer issues
Addressing tickets via Phone and Emails
Expert with Jira Ticketing Tool
Properly escalate unresolved queries to the next level of support
Track, route and redirect problems to correct resources
Update customer data and produce activity reports
Walk customers through problem solving process
Follow up with customers, provide feedback and see problems through to resolution
Utilise excellent customer service skills and exceed customers' expectations
Ensure proper recording, documentation and closure
Recommended procedure modifications or improvements
Preserve and grow your knowledge of help desk procedures, products and services
Excellent in reporting and creating data visualization dashboards
Requirements
Requirements and skills
Proven working experience in providing Help Desk support
Bachelor's degree or equivalent work experience
Minimum of 3 years of experience working in Helpdesk/Client facing roles
Proficient in Microsoft Office Suite (Word, PowerPoint, Excel) and Google Workspace (Docs, Sheets, Slides, Calendar)
Excellent organizational and time management skills
Strong verbal and written communication skills
Ability to multitask and prioritize in a fast-paced environment
High level of discretion and confidentiality
Strong problem-solving abilities
Ability to work independently and collaboratively in a team
Working knowledge of help desk Healthcare software, SaaS databases and remote control
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
BS degree in Information Technology, Computer Science or equivalent
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