In line with company expansion plans, Emydex are currently recruiting for the following position:
Web Helpdesk Support Technician
To provide resolution of Web Help-desk customer service requests within a timely manner and to demonstrate technical expertise and exceptional customer service skills. This role requires an individual who is highly motivated with a demonstrated ability to work under pressure by handling multiple assignments simultaneously as well as learning new skills and procedures.
Experience Profile
Previous Helpdesk experience and solid IT background
Excellent Communication, Literacy and Interpersonal skills
Key Accountabilities:
- Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities
- Identify, evaluate and prioritise customer problems and complaints
- Analyse customer problems and formulate plans of resolution
- Utilise all technical resources to solve customer problems
- Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly
- Assist in evaluating new services, processes and technologies introduced at the helpdesk.
- Demonstrate and promote superior customer service in handling inquiries, problems, and complaints
- Work with staff to promote, develop, and maintain strong customer service values.
- Escalate unresolved issues to implementation team programmers or the technical manager as necessary
- Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements
- Additional projects as required such as preparing system and user documentation and testing
Technical Criteria:
Working knowledge of Microsoft .Net development and SQL is desirable (not mandatory)
Please apply for this role for further details