Job details
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Vacancy TypeRemote
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Pay$17 an hour
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Job TypePart-time
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Shift and ScheduleWeekends as needed, Monday to Friday, 8 hour shift, Day shift, Evening shift
Description
Job Description
Webhelp Americas is looking for a qualified IT Support Technician to join our team. The ideal candidate will be a hard-working professional able to undertake a variety of IT support tasks and work diligently under pressure. You will be comfortable working on the client’s behalf with small and large projects. You will have the ability to adapt quickly and maintain open communication with clients, vendors, and management.
SHIFT: Monday - Friday 7:00am to 11:00am eastern & 5:00 pm - 9:00pm eastern. Must live in the state of Texas.
Summary of Tasks
- Accept inbound requests via phone, chat, email and ticket queues
- Record and process incidents and service requests according to process specifications
- Communicate with users to understand issues and provide solutions
- Document and resolve incidents according to process specifications
- Forward incidents which cannot be resolved to downstream support groups according to process specifications
- Initiate escalations according to process specifications
- Work collaboratively supporting team via Group Chat Application
- Assist with training and supporting fellow agents
- Average expected time on task between 4 to 12 minutes
- Expected resolution rate between 50% - 80%
Summary of Responsibilities
Experience & Skills:
- Basic understanding of computer technology and IT support
- Experience in customer service ideally gained in a customer facing environment
- English proficiency in both verbal & written form
- Must be culturally sensitive; appreciate cultural differences
- A+, Network +, or Microsoft certifications a plus
- TIL v3 a plus
Basic knowledge of computer technology:
- Windows Client
- Microsoft Outlook
- Microsoft Office (Word, Excel, PowerPoint)
- Diverse browser support experience (Internet Explorer, Chrome, & Firefox)
- PC hardware
- Basic understanding of networks
Knowledge of the following a plus:
- Windows Active Directory and domain concept
- Enterprise mobile device knowledge
- Fixed network telephones and VoIP telephone support
Soft Skills Profile:
- Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility
- Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn
- Must be able to communicate effectively with corporate customers of different technical expertise, peers and all levels of management
- Ability to efficiently resolve customer problems and escalate further as appropriate according to company procedures
- Ability to work well under pressure, set priorities and comfortable making quick decisions.
Benefits:
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Vision insurance
Each Web helper brings a different energy, passion, and a unique set of skills and talents. This strand of our DNA sets us apart and is how we enrich customer experience and business solutions for our clients. Take this opportunity to join our collaborative team of game-changers today. #wearewebhelp
EEO Employer: Race, Color, Sex, Sexual Orientation, Gender Identity, Religion, National Origin, Disability, Veteran Status, Age, Marital Status, Pregnancy, Genetic Information, or Other Legally Protected Status.
Job Type: Part-time
Pay: $17.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Weekends as needed
Experience:
- Help desk: 1 year (Required)
- Windows: 1 year (Required)