it support technician - Nuevo Laredo, México - MEDLINE - PDM

Descripción

Description:

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 English
• Provide password reset assistance across all Medline systems
• Provide an appropriate level of empathy and sensitivity to all customers
• Promote a professional, responsive, and positive experience through all aspects of interaction including verbal and written correspondence
• Follow team guidelines and procedures to manage open issues
• Accurately and efficiently, enter call data into Medline's tracking system
• Escalate higher tier problems to appropriate support teams
• Provide a high level of detail in the documentation of all calls that require escalation outside of the immediate team
• Ensure that all escalated issues have been thoroughly researched and compared against the team's knowledge database prior to escalation
• Contribute 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 experience
• Excellent customer service and interpersonal skills
• Excellent verbal and written communication skills
• Familiarity working with a call tracking ticketing system and ACD systems preferred
• Strong team player attitude with the ability to communicate and work effectively with all levels of employees and team members
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