HelpDesk Support Agent
Remote
We are hiring for this position with working hours from 2 PM to 11 PM PST, Monday through Friday, in alignment with the Pacific Time Zone.
As a Help Desk Support Agent at CyberNet Communications, you will be the first point of contact for technical support and service issues. Your primary responsibility is to talk with customers over the phone, email and chats and assist with documenting reported issues. You will also help monitor and manage network systems and respond to alerts. This role is crucial for ensuring our network’s reliability and providing excellent customer service.
Job Description
Inbound Call Handling: Respond promptly to incoming calls from customers, providing immediate assistance for network-related issues.
Monitoring and Alerts: Continuously monitor network systems and tools to identify potential issues. Escalate incidents to higher-level analysts when necessary.
Troubleshooting: Assist in basic troubleshooting steps over the phone, following predefined procedures, and providing support to clients experiencing network disruptions.
Incident Documentation: Accurately log and track incidents in the ticketing system, ensuring all details are recorded and updated throughout the incident lifecycle.
Escalation: Collaborate with Level 2 and Level 3 NOC Analysts by escalating more complex issues that require advanced technical expertise.
Communication: Maintain clear and professional communication with clients during the resolution process, keeping them informed of progress and expected resolution times.
Time Training & Development: Participate in ongoing training to stay updated on network technologies and support tools, ensuring a high level of service.
Key Qualifications
Advanced written and oral English skills - mandatory
Strong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their issues.
Working knowledge of Microsoft Office (MS Work, Excel etc), Adobe PDF, Office 365 Admin, Google Workspace, Microsoft Servers (i.e. domain controllers etc) and other basic business productivity software
Someone who is flexible with creative mindset, problem solver, and self-learning skills.
Ability to deescalate customer frustration and maintain a positive, goal-driven customer relationship.
Strong attention to detail and accuracy in documenting incidents.
Candidate's Profile
Innovative attitude, stress resistant, team player, flexible
Someone who is flexible and proactive
Creative mindset, problem solver, service oriented and self-learning skills
Basic IT certifications such as CompTIA A+, or similar are beneficial but not required.
Previous experience in a call center, help desk, or customer support role is preferred. Experience in IT, Help Desk or telecommunications is a plus.
What We Offer:
Team Excellence
Work alongside & learn from best-in-class talent!
Career Growth
Opportunities for career advancement and skill development.
Fixed Hours
Work during Pacific time zone 2 PM - 11 PM PST, Monday to Friday
Stability
Permanent Contract