08 mar
Grupo Myth
Buenos Aires
The number one goal of everyone in our team is to make our Clients exceptionally happy. The SR Help Desk Support plays an important role in making sure that happens.
The SR Help Desk Support handles the first level support requests that come in from our Clients. They are the first to touch a helpdesk ticket and make sure that the issued is handled quickly and the Client is informed of what to expect every step of the way.
When help is needed the Service Desk Technician can get help from or escalate issues to other members in Professional Services Team .
Responsibilities :
- Providing a first point of contact for customers through our helpdesk, be that via phone, email or ticket
- Delight our Clients with a Friendly,
Quick and Helpful Experience
- Provide the Client with basic remote troubleshooting
- Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
- Managing and recording all work though our Ticketing System
- Make sure that Client Documentation is well maintained
- Make sure that tickets aren’t “stale” throughout the process
- Escalate tickets that require Senior Helpdesk Engineer support
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Submit Timesheets & Expense reports as indicated on their SOPs
- Identify, Communicate and Mitigate potential risks to the Help Desk Manager
Time Schedule : Monday to Friday - 9am to 6pm USA Central Time
National Hollydays are based on USA calendar (not argentinian national hollydays)
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