SR Help Desk Support (Salary in USD)

Grupo Myth; Buenos Aires; A distancia; USD 30.000 - 60.000; Jornada completa

Descripción de la vacante

Una empresa innovadora busca un Soporte Técnico de Help Desk para brindar una experiencia excepcional a los clientes. Este rol es vital, ya que será el primer punto de contacto y se encargará de resolver problemas a través de un sistema de tickets. Se requiere un nivel avanzado de inglés y habilidades de comunicación sobresalientes. Ofrecemos un entorno de trabajo 100% remoto, revisiones salariales cada tres meses y beneficios como días libres en cumpleaños y un plan de carrera. Si te apasiona ayudar a los demás y tienes un deseo profundo de ofrecer una experiencia increíble al cliente, esta es la oportunidad perfecta para ti.

Servicios

Salario en dólares

100% remoto

Revisión de rendimiento y salario cada 3 meses

Día libre en cumpleaños

Ambiente de trabajo relajado

Vale de internet y gimnasio

Equipamiento técnico completo enviado a casa

Vacaciones y días personales pagados

Plan de carrera y certificación

Enfoque proactivo en formación continua

Formación

• Inglés avanzado es obligatorio para la posición.
• Experiencia en el uso de sistemas de tickets y soporte remoto.

Responsabilidades

• Proveer el primer punto de contacto para clientes a través de nuestro helpdesk.
• Gestionar y registrar todo el trabajo a través de nuestro sistema de tickets.
• Comunicar el estado del ticket al cliente en cada paso del proceso.

Conocimientos

Inglés avanzado

Habilidades de comunicación

Conocimiento de herramientas de soporte

Comprensión de sistemas operativos

Experiencia en sistemas de tickets

Conocimiento de aplicaciones y hardware de TI

Adaptabilidad al mundo de TI

Experiencia en soporte remoto

Manejo de tickets técnicos

Descripción del empleo

The number one goal of everyone in our team is to make our Clients exceptionally happy. The SR Help Desk Support plays an important role in making sure that happens.

The SR Help Desk Supporthandles the first level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issue is handled quickly and the Client is informed of what to expect every step of the way.

When help is needed the Service Desk Technician can get help from or escalate issues to other members in the Professional Services Team.

Responsibilities:

1. Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
2. Delight our Clients with a Friendly, Quick and Helpful Experience
3. Provide the Client with basic remote troubleshooting
4. Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
5. Managing and recording all work through our Ticketing System
6. Make sure that Client Documentation is well maintained
7. Make sure that tickets aren’t “stale” throughout the process
8. Escalate tickets that require Senior Helpdesk Engineer support
9. Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
10. Submit Timesheets & Expense reports as indicated on their SOPs
11. Identify, Communicate and Mitigate potential risks to the Help Desk Manager

Time Schedule:

Monday to Friday - 9am to 6pm USA Central Time
National Holidays are based on the USA calendar (not Argentinian national holidays)

Minimum Requirements:

1. Advanced English level, it’s a must!
2. Great communication skills, founded in being a good listener
3. An understanding of support tools, techniques and how technology is used to provide services
4. Strong understanding of operating systems, business applications, printing systems and network systems
5. A deep desire to deliver an amazing Client Experience
6. Knowledge of IT Applications, Software & Hardware
7. The ability to keep up with & adapt to the fast-paced IT world
8. Experience using a Ticketing system
9. Experience providing support via remote tools
10. Experience handling Technical Service Tickets
11. Experience and knowledge of working with the Microsoft 365 Platform

Benefits:

1. Salary in dollars! (Cash, Bank Account, etc.)
2. 100% remote
3. Performance and salary review every 3 months!
4. Get your birthday off
5. An easy-going environment and culture (we all enjoy what we do)
6. Internet and Gym voucher!
7. Complete Technical Equipment sent to your home (chair, monitor, computer, headphones, keyboard, etc.)
8. Paid holidays, vacations, personal days off and study days
9. Career and certification plan
10. A Proactive Approach to Ongoing Training to help you develop life-long skills

Company Overview:

Our client was founded in 2012 with the goal of helping small-mid size companies grow by leveraging the IT capabilities previously only available to large Fortune 500 companies. They provide outsourced CIO and IT services to the small and mid-market.

The folks at company are experts at making technology headaches a thing of the past. Imagine going to work every day with the Peace of Mind that comes from knowing your computers work, your network is secure and you have more time to focus on the things that are important to you.