What are the responsibilities and job description for the Help Desk Support Specialist position at Perennial Resources International?
Full-time
Great Neck, NY
We are looking for a customer service-oriented Help desk specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front liner, and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set by the company
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Responsibilities
- Provide first level contact and convey resolutions to customer issues
- Properly escalate unresolved queries to the next level of support
- Track, route and redirect problems to correct resources
- Update customer data and produce activity reports
- Walk customers through problem solving process
- Follow up with customers, provide feedback, and see problems through to resolution
- Utilize excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation, and closure
- Recommended procedure modifications or improvements
- Preserve and grow your knowledge of help desk procedures, products, and services
Requirements and skills
- Proven working experience in providing Help Desk support
- Proficiency in English
- Working knowledge of help desk software, databases, and remote control
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer Service Orientation
- BS degree in Information Technology, Computer Science or equivalent
- Transportation allowance for client visits.