Agente Del Servicio De Soporte

Cegeka is expanding its service desk and is in search of a skilled IT Technical Support Agent to join our team. We require a candidate who is not just organized but also meticulous in documenting their work and possesses strong problem-solving skills.
This role demands someone who can effectively manage customer support through phone, email, or chat, ensuring rapid and efficient resolution of tickets. The ideal candidate will be a key contributor to our commitment to delivering exceptional customer service and is ready to tackle challenges head-on to uphold our high standards.
Key Result Areas:
Act as the telephone first point of contact for the customer according to strict quality and communication procedures to ensure that an efficient and customer-focused technical service is offered with the aim of having the highest possible level of customer satisfaction: first time right and first line resolution.
Takes responsibility for customer contact in ticket priority scenario's under the leadership of relevant functional managers.
Ensure that the most suitable solution is suggested quickly and correctly with the help of an up to date knowledge database.
Update and maintain professional knowledge and technical skills in the area of technical services delivered.
Process and manage customer data to ensure that we have available current customer files.
Perform different administrative actions to ensure that the processing of technical customer requests is supported in the best possible manner.
Identify bottlenecks and provide points for improvement.
Take ownership to ensure a timely (pro-active) follow up of all servicedesk requests, incidents and standard changes and inform the customer.
Creating an excellent customer experience during every contact. The agent is an ambassador of Cegeka and its values. The agent is a positively influencer within his or her team and towards all customers.ofQualifications:
An associate degree in computer science or equivalent experienceA minimum of 2 years of experience in a helpdesk environmentProficient troubleshooting and problem-solving skillsExperience with the creation of support service tickets and utilized web-based ticketing systems to track and deliver support servicesKnowledgeable in PC computing, network connectivity, system administration, application support, and operating systemsAt least a B2+ level of English proficiency