HELP DESK

Description

Job Summary: Responsible for analyzing and managing the help desk, ensuring customer satisfaction and timely incident resolution. Key Responsibilities: 1. End-to-end technical support lifecycle management 2. Strengthening customer relationships 3. Cross-departmental collaboration for incident resolution Responsible for analyzing and managing the help desk for customers; providing follow-up and ensuring compliance; guaranteeing customer satisfaction, minimizing costs, and resolving any incidents through ticket tracking. RESPONSIBILITIES: a. Receive, register, and prioritize technical support requests b. Manage the full technical support process cycle: from initiation, assignment, resolution, to closure. c. Maintain clear and detailed records of all actions taken for each incident. d. Collaborate with other departments to resolve incidents. e. Strengthen customer relationships f. Conduct weekly meetings with customers g. Report on process status h. Maintain continuous communication with customers and technical teams i. Respond to and investigate customer/user inquiries, concerns, and issues j. Customer billing process: grouping of sales orders (SO) and invoices. **REQUIREMENTS** EDUCATION: Technical degree in Computer Science, Information Systems, or related field · Help desk experience · Technical support knowledge · ERP system usage knowledge · Customer service experience · Microsoft Office (Excel, Word) Employment Type: Full-time Salary: Starting at $12,500.00 per month Work Location: On-site employment