Technical Support Specialist

hace 2 semanas

Barranquilla, Atlántico, Colombia Auxis A tiempo completo

Service Desk Analyst Role

In this challenging and rewarding role at Auxis, you will serve as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service. As a Service Desk Analyst, you will handle multiple accounts, applying your expertise to promptly address incoming calls, chats, and tasks, documenting all details within our ticketing system. You will utilize a knowledge base tool to resolve tier 1 requests and escalate unresolved issues to our dedicated tier 2 and 3 support teams. This role involves applications, hardware, network, and telecommunications systems, as well as delivering essential desktop support services.

Key Responsibilities:

  • Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are assigned correctly.
  • Serve as the initial point of contact for customers and provide solutions to their issues.
  • Escalate unresolved queries to the next level of support as needed.
  • Guide customers through a troubleshooting process effectively.
  • Follow up with customers to ensure high-level satisfaction and issue resolution.
  • Exceed customer expectations by delivering exceptional customer service.
  • Maintain detailed case records, documentation, and ensure cases are closed efficiently.
  • Identify and recommend procedure modifications or improvements.
  • Update or create Knowledge Base Articles to ensure accuracy in Service Desk procedure.
  • Stay updated on relevant product offerings, current support policies, and methods of support delivery to provide technically accurate solutions to users.

Requirements:
  • 2-4 years of technical support experience with a strong understanding of best practices and IT frameworks, such as ITIL.
  • Proficiency with Active Directory, network-shared printers, and Windows with shared drives experience.
  • Proven experience in efficiently managing tickets and providing exceptional customer support.
  • A high school degree is a prerequisite for this position.
  • Pursuing a degree in Computer Science, Engineering, IT or equivalent working experience.

About Auxis
Auxis prioritizes employee growth and development to help you advance your career. We empower you to be your best in the interest of a common team goal. We are constantly striving to improve our culture and environment and have invested in tools to continue to have better visualization of the organization's pulse. Benefits include health benefits, training and development programs, employee recognition, paid time off, and family-paid leave.

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