Help Desk Specialist

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Job Overview

We are seeking a Technical Support Specialist to join our team. As a Technical Support Specialist, you will provide remote technical support to customers for various products, including devices and software applications.

Your primary focus will be on improving response times, first-time fix rates, productivity, and customer satisfaction. You will also develop and document new procedures and processes that meet industry compliance, regulatory, and customer standards.

The role sits under the Customer Response Squad and supports service initiatives for remote connectivity and operational efficiencies to meet productivity, quality, and business objectives.

Main Responsibilities:

  • Provide in-depth technical phone and email support to customers;
  • Perform high-quality services during customer technical service requests, internal team projects, and process improvement activities;
  • Assist in coaching and mentoring of new team members in their technical capacities;
  • Support software upgrades and other vulnerability mitigation processes as needed;
  • Administer systems, including portal rights, self-service licensing, and device access keys;
  • Build strong relationships across multiple organizations;
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

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