Tier 1 Technical Support

ICONStrategies is currently in need of Tier1 Technical Support staff. Duties and responsibilities are as follows:

RESPONSIBILITIES

• Responding to calls, emails, and tickets received from internal customers / client staff.

• Providing sufficient and relevant information, technical support.

• Providing a very high level of service and support.

• Entering new and managing existing tickets, escalating as needed.

• Following tickets and issues from the initial incident through to final resolution.

• Provide assistance with the onboarding/offboarding process of client staff.

• Reviewing information daily, remaining current on all products / services supported.

• Rotate On-Call duty with other staff members.

• Interact effectively with customers and team members.

• Assist in generating training materials and customer facing documentation.

• In the absence of tickets, Tier 1 Staff will perform other tasks as assigned by the client.

REQUIREMENTS

• Must have prior BPO experience.

• Must have experience in handling technical support accounts.

REQUIRED SKILLS / EXPERIENCE

• Business Level English

• 1 year experience providing technical support (in an IT Helpdesk or similar environment) is critical for this role

• Experience with ActiveDirectory and Citrix (creating/managing users and the like) is preferred

• Experience with remote access tools and troubleshooting end-user machines is preferred

• Experience with Google Applications (Google Drive, Google Docs, etc.)

• Experience with Microsoft Office Applications

• Familiar with ticket management tools

• Strong client focus and collaborative work style

• Ability to understand and explain technical information

• Confident, patient and clear communicator with technical and non-technical customers

• Skilled in solving problem and developing creative resolutions

• Extensive application support experience working directly with customers

• Skilled in creating customer facing documentation

• Ability to organize and prioritize multiple work assignments to meet deadlines

• Seft-motivated, detail-oriented, reliable and organized

• Excellent interpersonal and writing skills

• Skilled in creating customer facing documentation

• Bachelor's Degree or equivalent experience