[Remote] Help Desk Technician I
Note: The job is a remote job and is open to candidates in USA. IDEMIA Public Security is a leading provider of secure biometric-based solutions. They are seeking a Help Desk Technician I to provide technical support to customers, manage cases and tickets, and collaborate with team members to resolve issues efficiently.
Responsibilities
- Create and work on cases/tickets based on customer's technical support needs
- Escalate reported issues to other teams on a timely manner based on existing SLAs
- Answer calls that come via one or more phone support lines
- Support customers via other non-phone support channels such as e-mail and chat
- Utilize Salesforce for call log, tracking and documentation
- Call customers back and provide updates as needed
- Work in conjunction with other co-workers when supporting/troubleshooting issues
- May be assigned to specific projects / platforms based on business needs
- Attendance to regular team meetings (or watch all the recordings if working shift 3 hours) is mandatory
- Attend project meetings and create/maintain deliverables as needed, using Microsoft tools (Office, Outlook, Teams, etc...)
- Work hours: 5pm - 2am
Skills
- High level of organization skills
- Ability to prioritize tasks based on different workloads
- Previous applied experience with Microsoft tools (Office, Outlook, Teams, etc…) is a must
- Passion for technology
- Ability to work on a high-pressure, time-sensitive tasks required to honor SLAs
- Willingness to learn new platforms
- Ability and willingness to interact with peers and leadership inside and outside the department
- Previous experience with a call log and tracking tool in a Support Center/Call Center environment is expected
- Previous customer service and technical support experience is expected
- Experience using and troubleshooting Windows-based computers is mandatory
- Previous experience with Salesforce is highly desirable
- Previous experience interacting directly with customers is highly desirable
- Microsoft / CompTIA technical support certifications are very desirable
- College / associate degree in Computer Science-related fields is a plus
Benefits
- Bonus
- Benefits
Company Overview