Helpdesk Support Specialist I

Stefanini North America and APAC; Southfield (MI); On-site; USD 38,000 - 52,000; Full time

Job summary

Stefanini North America and APAC in Southfield, MI is seeking a technical end-user support specialist. You will handle support via telephone, email, or web chat, perform restoratives or maintenance actions, and follow standard procedures to resolve issues for end users.

You will also accurately track incidents and calls in the ticketing system and work with IT teams to meet performance criteria while handling several calls daily.

Qualifications

• Bachelor's degree or vocational in IT-related courses is a plus.
• Minimum of completed two (2) years in college or has finished a Diploma/Certificate course.
• Excellent in oral and written English communication.
• Excellent customer service skills.
• Must consistently meet or exceed required performance criteria.
• Able and willing to take several calls a day when necessary.
• Familiarity and good working knowledge in PC hardware and software troubleshooting.
• Prior Software Application support (e.g. Outlook, etc.) experience is a plus.
• Prior BPO experience in Technical Support is a plus.
• Familiarity with ticketing system, a strong advantage.
• Shift flexibility and schedule adherence are required for the position.

Responsibilities

• Provide technical end-user support via telephone, email, or web chat.
• Provide restorative or maintenance actions to resolve end-user problems.
• Respond to end-user problems based on standard procedures.
• Must correctly track incidents and calls, including but not to entering data into the database timely and accurately.

Skills

End-user support

English communication

Customer service

Ticketing system

Phone support

PC troubleshooting

Outlook support

BPO experience

Shift availability

Education

Bachelor's degree or IT diploma

2 years of college completed

Tools

Ticketing system

Job description

Stefanini North America and APAC in Southfield, MI is seeking a technical end-user support specialist. You will handle support via telephone, email, or web chat, perform restoratives or maintenance actions, and follow standard procedures to resolve issues for end users.

You will also accurately track incidents and calls in the ticketing system and work with IT teams to meet performance criteria while handling several calls daily.