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Customer Service / Help Desk

Miami, Florida
Job ID: 2811
  • Create Support Ticket
  • Document Issue and Resolution if required
  • Escalate to tier 2 when required
  • Remote access user desktop to fix desktop related issue , i.e printers, map drives, etc
  • Follow up with tech that ticket was escalated to in accordance with SLA
  • Resolve difficulties if relatively simple (UE) – if not enter contact and problem type in portal.
  • Advise user of expected response time then —
    • Escalate details to Tier2 support if somewhat challenging (  >7 – 15 minutes, technical fix not so trivial)
  • Must Speak Spanish and English
  • Polite and agreeable telephone manner
  • Operate a ticketing portal
  • Location ideally is Miami Gardens, Carrier House,  will consider virtual.
  • Training will be given  (one or two days )
  • Supports clients with cloud based services predominantly desktop