Technical Support Representative - South Jordan, United States - Incubation Systems Private Limited

    Incubation Systems Private Limited
    Incubation Systems Private Limited South Jordan, United States

    2 weeks ago

    Default job background
    Full time
    Description

    Job Overview:
    The Service Desk Agent is the first point of contact for the users who call our IT Service Desk.

    While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion.

    The Service Desk Agent is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent process.


    Responsibilities include:

    • Listening to the customer to gain an accurate understanding of the situation
    Being empathetic to the customer's situation and having a sense of urgency to resolve the issue.

    • Producing accurate, detailed documentation at the client, problem and incident level
    Resolving conflict.

    • Responsible for high quality end-user technical support, related to enterprise software and hardware.
    • Responsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast-paced 7x24x365 environment.
    • Under general oversight, provides after-hours and weekend support as needed.
    • The position requires attention to detail, follow-through, teamwork focus and a positive attitude.
    • An understanding of technology and the ability to apply that knowledge to support all existing systems.
    • Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in person.
    • Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptly.

    Job Types:
    Full-time, Contract


    Pay:
    $21.00 per hour


    Experience level:

    • 2 years

    Schedule:

    • 8 hour shift
    • Monday to Friday
    • Morning shift

    Experience:

    • Technical support: 2 years (Required)

    Ability to Commute:

    • South Jordan, UT Required)

    Work Location:
    In person