Desktop Support Analyst
Project Overview
Our customer – an international software company with offices in US, UK and Japan - currently receives about 350 unique inquiries per month for Desktop Software Support. This goal of this project is improve the level of service to our customers, as call volumes increase, and to free up some time of Global Support Manager, who is currently addressing this workload.
Scope of Work Activities
Provide electronic support for Desktop Software Products
Answer technical support phone line for Desktop Software Products.
Manage software activation requests and questions
Manage serial number/registration code requests
Skills and Competencies
Required
Fluent spoken English
Knowledge of Windows Operating Systems
Familiarity with Microsoft Office products eg Excel, Word
Good English literacy and numeracy skills
Superior written and verbal communications skills
Scientific knowledge, Chemistry/biology educational background
Self-starter, attention to detail
Nice to have
Database Knowledge
Networking Knowledge
Knowledge of IIS or Web technologies
Programming skills, VB, .net, scripting
Managerial Approach
Daily status reporting to track results, progress and problems, may move to weekly reporting after orientation period.
Measurements will include resolution rate and number of cases resolved.
Conditions:
Able to work a second shift from 3PM to 12AM
Training in the US or UK for a period of 4 weeks for familiarisation with Desktop Technologies and support processes / should have foreign passport and be able to get US or UK visa.
A fun place to work in
Salary in US$700-US$1100 range, commensurate with experience.
We are an equal opportunity employer.
Feel free to send your CV to
[email protected]
