Customer Services Specialist

Product Support Technicians are information technology (IT) professionals who provide technical support to internal/external users and clients as required. The Product Support Technician will be required to solve basic technical problems and provide support to resolve network, systems and software relating issues/requests. The goal is to make sure that customer experience value is maintained to meet the organizational goals. Qualifications Bachelor’s or above Degree in Information Technology, Computer Science or related field Experience in ServiceDesk, Access, Incident, Change, Problem Management and IT Infrastructure will be preferred Excellent verbal and written communication skills Technical writing skills Problem-solving maven adept at quickly dissecting an issue into its component parts and identifying the root cause or opportunity Excellent prioritization skills - ability to multi-task and work well under pressure and adjust work accordingly, often against tight deadlines and without continued direct supervision ServiceDesk/CRM/ITSM tools experience preferred Ability to comprehend Native North American, British or Neutral Language Accents High energy, self-starter with bias for action and sense of urgency to deliver results Basic knowledge of ITIL Framework Knowledge of fundamental operations of relevant software, hardware and other equipment Attentive to customer concerns and render services with positive attitude Proactively identifying process improvement opportunities and ability to communicate to the management with evidence and data Available to work in Flexible shift timings Responsibilities Tackle issues and service requests reported via calls Diagnose and resolve issues and requests, reported through emails Carefully follow through the email threads and manage them in Outlook shared mailbox Respond with proficient technical writing skills Accurately maintaining the log and track of reported issues and requests via unique tickets Assignment of tickets to correct teams Ensure completing the cycle of tickets (open to end) Managing/troubleshooting user accounts, user-permissions, ceasing user accounts and rights on corporate resources by applying group policies Troubleshooting Level-1 (preliminary diagnosis) of issues on Windows and Mac OS Dealing with minor Microsoft Outlook issues and providing support to users with email configuration settings on the exchange Providing/troubleshooting VPN services for remote users Providing onsite and remote help using VNC/Team Viewer utility Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications), ensuring and applying essential updates & fixes Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols) Windows/Linux/Mac OS multiple flavors basic knowledge (Windows Server edition/Win 10/Ubuntu/Monterey etc.) #J-18808-Ljbffr ibex. Pakistan