Date Posted:
6/29/2023
Job Function:
IT Support
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Location:
Prague 13 – Stodůlky - CZE
Offered Salary:
Competitive
- Provide IT support to all customers through video call.
- Receive customer IT queries by multiple methods But Primary is Video Call. (Phone, self-service, etc.)
- Provide the necessary information in the ticket in the event the ticket is passed to another solver group.
- Triage and troubleshoot tickets submitted.
- Provide desktop software application assistance and installation.
- Resolve trouble tickets while interacting with the user, First Call resolution (FCR) or escalate to other support entities.
- Remotely access the end-user’s desktop to provide support.
- Provide customers with status of the ticket and serve as primary support admin through ticket resolution.
- Give guidance to customers to resolve their issue and prevent recurrences of the issue to the best extend possible.
- Provide expert technical support to customers having varying levels of computing skills.
- Provide detailed diagnostic summary for the next tier level support.
- Writing comprehensive diagnostic details in tickets after troubleshooting and triage activities
- Interacts with management to facilitate timely problem resolution.
- Knowledge in the use of and application of metrics to increase efficiency and solve issues.
- Possesses excellent communication skills.
- HW Accessories Kiosk Fulfilment
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