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Job Description
- Provide first line response to requests for technical assistance received by phone, email, remote desktop and help desk ticket management system
- Resolve escalate issues from first line support
- Update customer data and produce activity reports
- Utilize excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation and closure
- Recommended procedure modifications or improvements
- Preserve and grow your knowledge of help desk procedures, products and services
- Guarantee the level of services and keep recording the SLA
- Update help desk ticketing system with descriptions of work performed
- Participate in after-hours on-call rotation shift
- Assisting in choosing new technology solutions to solve issues the company faces and help support the implementation of these systems
- Learning, using and training on internal systems in order to investigate customer issues and provide IT support
- Assisting in launching new investment opportunity listings on our platform
- Assisting with the procedural evaluation of customer information in a regulated environment in order to ensure compliance with guidelines
Job Requirements
- Proven working experience in providing help desk support
- Proficiency in English
- Working knowledge of help desk software, databases and remote control
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- BS degree in Information Technology, Computer Science or equivalent
- Experience with Microsoft operating systems, applications and hardware troubleshooting
- Computer troubleshooting and hardware setup
- Internet service and networking familiarity
- Internal help desk management
- Customer support center experience
- Real estate, investment, banking and/or financial services
