We would train for 2 weeks 6 am - 3 pm Colombia time and then after training, one would switch to 11 am to 8 pm Colombia
Responsibilities:
• Deliver prompt, courteous, and efficient customer service, ensuring an exceptional customer experience for every client through phone calls, chats, and email.
• Responding to tickets in an efficient amount of time and escalating tickets to other IT teams when necessary.
• Utilize a variety of communications tools and methods to guide users through the troubleshooting process. (i.e. Microsoft Teams, ServiceNow, Cisco WebEx, and Bomgar Remote Client). Prioritizing helpdesk tickets with high priority and urgency.
• Provide detailed documentation when resolving or escalating tickets to other members of the IT team
• Collaborate with other analysts, senior technicians, and management to troubleshoot and resolve complex issues.
• Analyze and resolve hardware, software and operational issues within our service level agreements.
Minimum Requirements:
• 1 – 3 years of experience in customer service or IT helpdesk experience.
• Advanced English Proficiency (Level B2-C1)
• Extensive experience supporting a wide variety of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows 11, Mac OS X, Active Directory, Microsoft Office 365 and mobile devices (iPhone/iPad, Android, Windows Phone).
Preferred Requirements:
• Bachelor’s degree
• CompTIA A+ or Google IT Support Professional certifications
• Familiarization with Service-Now
• Familiarization with Cisco WebEx
• Familiarization with Bomgar/BeyondTrust Remote Support tool or industry-like
“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”