
Technical Support Professional
21 hours ago
Key Responsibilities:
- Critical to the team, you will be responsible for categorizing and addressing support requests in a timely manner.
- Ensure all incoming requests are responded to within the allotted timeframe.
- Accurately classify and prioritize at least 90% of incoming issues.
- Independently resolve at least 80% of technical issues, escalating complex cases when necessary.
- Guarantee seamless service delivery through efficient support.
- Achieve a customer satisfaction rating of at least 85% through regular feedback surveys.
Requirements:
- Proficient in utilizing MS Office software.
- Familiarity with IT terminology and concepts, including troubleshooting and problem-solving techniques.
- Experience working with ticketing systems, case management, incident management, and/or problem management is essential.
- At least one year of professional experience in a Call Centre, Service Centre, Support team, or Help Desk environment.
- Ability to effectively document solutions and processes.
- Presents excellent problem-solving skills.
- Minimum two years of professional experience in web content management, specifically in educational online platforms used for training management and learner administration, or similar systems.
- At least two years of experience as a site administrator and/or content creator in learning management systems or similar.
- Capability to document solutions and create manuals, guidelines, and procedures.
- English language proficiency certification is required.
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