Tier 1 - Help Desk Support at Doxa | Torre
Tier 1 - Help Desk Support
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Doxa

Tier 1 - Help Desk Support

Doxa
Posted by
Natalia Rodríguez
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Full-time

Legal agreement: Contractor

Currency exchange and payroll taxes to be paid by:

Candidate

Compensation USD1.4k/month
Non-negotiable
location_on
Remote (for Colombia residents)
Posted about 3 years ago

Responsibilities

🎯 Description As a Tier 1 - Help Desk Support professional, your role involves providing proficient remote support, troubleshooting, and help desk support to existing customers. You will manage incidents, questions, and requests within defined Service Level Agreement timeframes. This position requires taking ownership of support tickets, analyzing and resolving Level 1 technical incidents, and ensuring clear communication and accurate documentation of all interactions. 💠 Requirements ◽️ Proficiency in remote support and troubleshooting. ◽️ Experience in help desk support and incident management. ◽️ Strong communication skills. ◽️ Ability to work independently with limited oversight. ◽️ Detail-oriented with a focus on accurate documentation. ◽️ Adherence to Service Level Agreement timeframes. 💠 Responsibilities ◽️ Provide 1st level customer support within defined SLA timeframes. ◽️ Analyze incoming incidents, questions, and requests, and route them to the appropriate teams. ◽️ Take ownership of support tickets, manage incidents to closure, and involve other teams when necessary. ◽️ Resolve Level 1 technical incidents and manage requests and problems independently. ◽️ Escalate incidents and requests according to established processes. ◽️ Attend required meetings. ◽️ Communicate professionally with all team members. ◽️ Provide accurate, detailed documentation to users. ◽️ Record daily hours for worked support tickets.
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