Service Desk Agent

CTG LATAM S.A.S; Bogotá; Hybrid; COP 24,000,000 - 40,000,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

CTG LATAM S.A.S in Bogotá seeks an IT Technical Support Agent to provide first-line support via phone, email, or chat and ensure rapid, effective resolution of tickets. The role emphasizes meticulous documentation, strong problem-solving, and delivering exceptional customer service.

The ideal candidate holds an Associate degree in computer science and at least two years in a helpdesk environment, with proficient troubleshooting and English at C1 level.

Qualifications

• Associate degree in computer science or equivalent experience.
• Minimum 2 years of experience in a Helpdesk environment.
• Proficient troubleshooting and problem-solving skills.
• Experience with creation of support service tickets and web-based ticketing systems.
• Knowledgeable in PC computing, network connectivity, system administration, application support, and operating systems.
• At least a B2+ level of English proficiency.

Responsibilities

• Act as the telephone first point of contact for the customer according to quality and communication procedures to ensure high levels of customer satisfaction (first time right, first line resolution).
• Take responsibility for customer contact in ticket priority scenarios under leadership of functional managers.
• Ensure the most suitable solution is suggested quickly with an up-to-date knowledge base.
• Update and maintain professional knowledge and technical skills.
• Process and manage customer data to keep current customer files.
• Perform administrative actions to support processing of technical requests.
• Identify bottlenecks and provide improvement points.
• Take ownership to ensure timely follow-up of all requests and inform the customer.
• Create an excellent customer experience during every contact.

Skills

Troubleshooting

Customer support

Documentation

Phone/email/chat support

Education

Associate degree in computer science

Tools

Ticketing system

Job description

CTG is expanding its service desk and is in search of a skilled IT Technical Support Agent to join our team. We require a candidate who is not just organized but also meticulous in documenting their work and possesses strong problem-solving skills. This role demands someone who can effectively manage customer support through phone, email, or chat, ensuring rapid and efficient resolution of tickets. The ideal candidate will be a key contributor to our commitment to delivering exceptional customer service and is ready to tackle challenges head-on to uphold our high standards.

Role

Service Desk Agent

Qualifications

• Associate degree in computer science or equivalent experience
• Minimum 2 years of experience in a Helpdesk environment
• Competent troubleshooting and problem-solving skills
• Competent in PC computing, Network Connectivity, System Administration, Application Support, and Operating Systems.
• At least a level of English C1.

Key Result Areas

• Act as the telephone first point of contact for the customer according to strict quality and communication procedures to ensure that an efficient and customer-focused technical service is offered with the aim of having the highest possible level of customer satisfaction: first time right and first line resolution.
• Takes responsibility for customer contact in ticket priority scenario's under the leadership of relevant functional managers.
• Ensure that the most suitable solution is suggested quickly and correctly with the help of an up to date knowledge database.
• Update and maintain professional knowledge and technical skills in the area of technical services delivered.
• Process and manage customer data to ensure that we have available current customer files.
• Perform different administrative actions to ensure that the processing of technical customer requests is supported in the best possible manner.
• Identify bottlenecks and provide points for improvement.
• Take ownership to ensure a timely (pro-active) follow up of all servicedesk requests, incidents and standard changes and inform the customer.
• Creating an excellent customer experience during every contact.
• The agent is an ambassador of Cegeka and its values.
• The agent is a positively influencer within his or her team and towards all customers.
• An associate degree in computer science or equivalent experience
• A minimum of 2 years of experience in a helpdesk environment
• Proficient troubleshooting and problem-solving skills
• Experience with the creation of support service tickets and utilized web-based ticketing systems to track and deliver support services
• Knowledgeable in PC computing, network connectivity, system administration, application support, and operating systems
• At least a B2+ level of English proficiency

Working Conditions

• Workplace: Bogotá.
• Work Mode: Hybrid.
• Contract Type: Permanent.
• Salary: To be agreed based on experience.