Helpdesk Technician I

Stefanini North America and APAC; United States; On-site; USD 42,000 - 64,000; Full time

Job summary

Stefanini North America and APAC seeks a Technical Support Specialist to deliver frontline end-user support via phone, email or web chat, diagnosing and resolving hardware/software issues, and performing routine maintenance.

You will follow standard procedures, document incidents, and ensure accurate data entry in ticketing systems. A IT-related background, strong English communication, and customer service focus are essential.

Qualifications

• Bachelor’s degree or IT-related diploma is a plus.
• Two years of college completed or a Diploma/Certificate.
• Excellent oral and written English communication.
• Excellent customer service skills.
• Able to handle several calls a day when necessary.
• Familiar with PC hardware and software troubleshooting.
• Prior software application support (e.g., Outlook) is a plus.
• Prior BPO/Technical Support experience is a plus.
• Familiar with ticketing systems is advantageous.
• Shift flexibility and schedule adherence required.

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 data entry into the database timely and accurately.

Skills

English communication

Customer service

Call handling

PC troubleshooting

Outlook / software apps

Ticketing system

BPO/Technical support experience

Education

Diploma / Certificate in IT

Two-year college background

Tools

Ticketing system

Outlook

Job description

• 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 limited to entering data into the database timely and accurately.

Details:

• 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 limited to entering data into the database timely and accurately.

Job Requirements

Details:

• 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.