ýff Proficient in English (Read + Write + Speak) ýff Equivalent test of spoken and written and technical IT specific knowledge in both and English ýff Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD ýff Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User ýff Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution ýff Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures ýff Provides status and updates on tickets to authorized users ýff Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction ýff Serving as the first point of contact for customers seeking technical assistance over the phone or email ýff ýff Performing remote troubleshooting through diagnostic techniques and pertinent questions ýff 3 years for Windows troubleshooting, outlook troubleshooting, Teams, Browsers.
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