Onsite Support Desk Jr. Mason, OH.

Summary of Tasks

• Accept inbound requests via phone, chat, email and ticket queues
• Record and process incidents and service requests according to process specifications
• Communicate with users to understand issues and provide solutions
• Document and resolve incidents according to process specifications
• Forward incidents which cannot be resolved to downstream support groups according to process specifications
• Initiate escalations according to process specifications
• Work collaboratively supporting team via Skype/Lync
• Expected resolution rate between 50% - 80%

Experience & Skills:

• Basic understanding of computer technology and IT support
• Experience in customer service ideally gained in a customer facing environment
• English proficiency in both verbal & written form
• Must be culturally sensitive; appreciate cultural differences

Job Type: Full-time

Pay: $30,000.00 - $35,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Schedule:

• 10 hour shift
• Monday to Friday

Experience:

• Onsite Support Desk: 1 year (Preferred)

Work Location: In person