It Support Technician - Nuevo Laredo, México - Medline - Pdm

Descripción

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The role of the IT Support Technician is to efficiently identify and resolve issues resulting in high team contributions and maintain high levels of customer satisfaction within the Password Reset Team.

This is a great position for a person who is extremely customer focused, who will own the incident from start to finish, escalate to the correct team for resolution, and follow up with customer communications.

The successful candidate for this role must have a strong commitment and be capable of providing excellent customer service to a wide variety of users across a wide range of technical ability.

Training period will be up to 2 weeks


Responsibilities include:
Fluent in speaking Spanish and EnglishProvide password reset assistance across all Medline systems Provide an appropriate level of empathy and sensitivity to all customersPromote a professional, responsive, and positive experience through all aspects of interaction including verbal and written correspondenceFollow team guidelines and procedures to manage open issuesAccurately and efficiently, enter call data into Medline's tracking systemEscalate higher tier problems to appropriate support teamsProvide a high level of detail in the documentation of all calls that require escalation outside of the immediate teamEnsure that all escalated issues have been thoroughly researched and compared against the team's knowledge database prior to escalationContribute to knowledge database and call tracking database as needed to enhance quality and consistency of problem resolutions Preferred Experience: 6+ months of high phone call volume IT Help Desk work experienceExcellent customer service and interpersonal skills Excellent verbal and written communication skillsFamiliarity working with a call tracking ticketing system and ACD systems preferredStrong team player attitude with the ability to communicate and work effectively with all levels of employees and team members
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