Job Description

Duties & Responsibilities:
\xef\x83\x98 Answer incoming technical support calls, chats and emails.
\xef\x83\x98 Identify severity of case by asking the right questions, analyzing and allocating the case appropriately based on its severity.
\xef\x83\x98 Provide resolutions by identifying systematic problems, researching answers; guiding test center administrators through the corrective steps.
\xef\x83\x98 Document details of cases and prioritize according to urgency and importance in Salesforce.
\xef\x83\x98 Monitor support queues in Salesforce and take accountability in following through with end to end resolutions.
\xef\x83\x98 Escalate urgent requests or those that require a more in-depth knowledge and understanding to the attention of Level II Analysts and the Support Manager.
\xef\x83\x98 Identify, recommend and communicate changes to existing procedures
\xef\x83\x98 Work on projects and special initiatives as approved by team leads and managers.Requirements:
\xef\x83\x98 Candidate should at least possess a Diploma (Advanced / Higher or Graduate) Bachelor\xe2\x80\x99s Degree in any discipline. Computer Science / Information Technology or equivalent is preferred.
\xef\x83\x98 Experience of up to 2 years in Technical Helpdesk or Customer Service is highly preferred.
\xef\x83\x98 Able to speak fluent English.
\xef\x83\x98 You care deeply about your performance and your teams performance
\xef\x83\x98 Logical thinker with good analytical and problem solving skills
\xef\x83\x98 Up-to-date technical knowledge
\xef\x83\x98 Understand Basic User & Security Group Active Directory administration.
\xef\x83\x98 An in depth understanding of LAN, TCP/IP, Citrix environments as well as being able to troubleshoot laptops, desktops, thin client devices, Windows 2008 servers and above.
\xef\x83\x98 Good interpersonal and customer care skills
\xef\x83\x98 Good accurate records keeping

Prometric