Level 1 IT Support Technician

The Role



The L1 Response Team resolves customers' queries and complaints by recommending solutions and assisting the customers with technical problems when using the products and services. The response tea ---------- mber facilitates the relationship between companies and their clients by helping clients with technical requests.



Duties and Responsibilities



- Manage amounts of incoming calls

- Keep records of customer interactions through a ticketing system, PSA.

- Respond to customer inquiries

- Build a trust relationship for customer account loyalty and engage customers

- Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, following up to ensure resolution

- Process orders, forms, applications, and requests

- Update and contribute to internal procedures

- Support projects with fully documented processes.

- Manage customers' accounts

- Maintain customer databases by updating account information

- Set up new customer accounts by recording account information

- Keep records of customer interactions and transactions



Qualifications:

Excellent command of the English language

Excellent time management skills

Knowledge and experience with the following

Desktop and laptop troubleshooting
Active Directory
O365 administration
Google Workspace
Sonic Wall
Willingness to work night shifts (US Clients)

2-3 years Call Center / MSP experience