What are the responsibilities and job description for the Helpdesk Support position at Epik Solutions?
Skills - Windows OS (Windows 7 and above), Ticketing Tools / Case Management Systems, Email, Chat & Voice Support
Experience - 2 years
We are hiring a Helpdesk support with below skillset :-
- Handle inbound and outbound calls.
- Provide Level 1/2 support to clients.
- Identify issues and escalate them when necessary.
- Resolve end-user incidents and process requests on first contact via phone, email, and chat.
- Escalate user issues to appropriate resources when required.
- Perform software, hardware, and basic network troubleshooting.
- Clearly document user issues and troubleshooting steps.
- Maintain technical documentation.
- Demonstrate outstanding customer service skills.
- Communicate effectively via telephone, chat, and email with customers and peers across varying roles.
- Possess excellent skills in communication, interpersonal effectiveness, analytical thinking, and problem-solving.
- Be adept at troubleshooting system and application issues with the goal of first call resolution.
- Be proficient in Windows 7 and above.
- Have an understanding of LAN/WAN connectivity.
- Have an understanding of hardware (peripherals) along with moderate-to-high level software and hardware troubleshooting skills.
- Ability to multitask in a fast-paced environment.
- Prior customer service experience in a high-volume technical support center.
- Minimum 2 years of call center experience or equivalent required.
- A certification is preferred but not required; other certifications are a plus.
- Strong understanding of technical support center or help desk environments, including operations and processes.
Pay: $15.00 - $17.00 per hour
Work Location: In person
Salary : $15 - $17