English & Spanish (speaking) Customer Service Help Desk Analyst - Remote from Philippines
Position Summary :
- Provide Service Desk support to external customers and users
- Receive, document and track all incoming customer / user calls for immediate remedy and closure
- Utilize computer and database information to update incident status
- Serve as the single point of contact (SPOC) for incidents, including owning the call through closure
Essential Functions and Responsibilities :
- Provide service desk support to contracted clients
- Use defined procedures for responding to customer calls
- Collect information from caller and document data elements in designated tool
- Maintain records of all calls from customers using designated Service Management tool
- Provide detailed documentation of all steps involved in resolving customer issues
- Escalate issues to the appropriate department and personnel
- Investigate, examine, troubleshoot and solve hardware and software issues quickly
- Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers
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