Customer Service Phone Support

Position Overview: We are looking for a professional, dedicated, and driven individual with a background in IT Client Support to take responsibility for telephone & e-mail IT service to clients and the administrative and organizational follow-up of tickets (incidents, request & changes.)

Additionally, the purpose of this role is to also maintain the IT-infrastructure to guarantee its optimum availability and adherence to agreed service levels. Minimal field support may be required.

Key Responsibilities:

• Offer first line support for incidents to restrict and prevent an interruption of the IT services.
• Use Halo as the PSA tool from Clear Sailing.
• Triage Client support tickets and escalate if necessary.
• Update procedures and configurations to offer the necessary tools to the first line to ensure the stability of the environment within the agreed service levels.
• Help ensuring a continuous service order to guarantee the agreed service levels with focus on the clients.
• Be responsible for technical realizations and take care of the necessary installations and configurations of the hard- and software to implement IT infrastructure in a successful way.
• Inform, train and guide clients to ensure that systems are used in the best possible manner and as efficiently as possible.
  • By creating and updating FAQ documentation.
  • Responding to emails in a timely fashion
  • Answering phone calls
  • Assisting other members of the team
• Stay well informed about the evolutions within the specific field, keep his/her knowledge up to date within the context of new developments to strengthen his/her credibility by offering a service that is continuously based on updated knowledge.
• All other duties as assigned.

Requirements:

• Strong communication skills, active listener, professional verbal, and written skills.
• Strong ability to work in a team setting and can perform as an individual contributor.
• Ability to diagnose and resolve complex technical issues independently or by escalating as needed.
• Be proactive in training and seek out knowledge as needed to perform job responsibilities.
• Willing/motivated to assist others.
• Bachelor's degree or related training equivalent – preferred
• Minimum of 3 years of relevant work experience in similar title and scope of responsibility – preferred

Systems Experience

• Windows Operating System and Microsoft Platform Tools required (Mac OS familiarity is a plus)
• Knowledge of mobile devices is required (iPhone, iPad, Android)
• Familiar with various Web Based Conferencing / Communications applications – required (Teams, Zoom)
• Microsoft 365, Teams, and SharePoint