Role: Service Desk Specialist
Location: Cleveland, Ohio
The Role:As a Service Desk Specialist, you will be the first point of contact for customers seeking technical assistance via phone or email. This role requires a unique blend of technical knowledge and outstanding interpersonal skills.
Key Responsibilities- Provide first-level contact and convey resolutions to customer issues.
- Properly escalate unresolved queries to the next level of support.
- Track, route, and redirect problems to the correct resources.
- Update customer data and produce activity reports.
- Walk customers through problem-solving processes.
- Follow up with customers, provide feedback, and see problems through to resolution.
- Utilize excellent customer service skills and exceed customer expectations.
- Ensure proper recording, documentation, and closure of trouble tickets.
- Recommend procedure modifications or improvements.
- Preserve and grow your knowledge of help desk procedures, products, and services.
Required Skills- Proven experience in providing help desk support.
- Proficiency in English with exceptional communication skills.
- Strong client-facing and communication skills.
- Advanced troubleshooting and multi-tasking abilities.
- Customer service orientation.
- Working knowledge of help desk software, databases, and remote control tools.
- Good understanding of computer systems, mobile devices, and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Proficiency in Microsoft Azure or similar cloud services platforms is highly desirable.
Education and Experience- BS degree in Information Technology, Computer Science, or equivalent experience.
- Microsoft, Cisco, or similar certification is a plus.
Interested in the role? Send inquiries, resumes and cover letters to
.
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