Tier IT Helpdesk or MSP Support Agent

Tier 1 IT Helpdesk or MSP Support Agent 📍 San Pedro Sula, Cortés, Honduras.
The Tier 1 IT Helpdesk or MSP Support Agent is responsible for delivering high-quality customer service and first-level technical support to customers, primarily through inbound and outbound phone interactions. This role ensures timely, accurate, and professional resolution of customer inquiries while maintaining service excellence and compliance with company standards.
Key ResponsibilitiesCustomer Support:Handle inbound and outbound customer calls in a professional and courteous manner.Answer inbound calls within established service level expectations (maximum of two rings).Provide accurate troubleshooting and first-level technical support following company and client guidelines.Meet established quality assurance, productivity, and customer satisfaction goals.Ticket Management:Accurately document customer interactions, troubleshooting steps, and resolutions in the ticketing system.Ensure all case details are complete and properly documented for follow-up or escalation when necessary.Issue Resolution & Escalation:Assess customer issues and determine the appropriate resolution.De-escalate challenging customer interactions whenever possible.Escalate unresolved issues to higher-tier technical support, client representatives, or third-party vendors in accordance with established procedures.Compliance & Quality:Comply with the company's Code of Conduct, operational policies, and quality standards.Stay up to date on client procedures, product knowledge, and operational changes.Maintain confidentiality and protect customer information in accordance with company policies.
QualificationsEducation:High school diploma or equivalent required.College coursework or an associate's degree is preferred.Experience:Previous experience in customer service, technical support, or a contact center environment is preferred.Skills:Excellent verbal and written communication skills in English.Strong customer service orientation and problem-solving abilities.Basic technical troubleshooting skills.Ability to multitask and perform effectively in a fast-paced environment.Strong attention to detail and organizational skills.Proficiency with Microsoft Office and ticketing systems is a plus.