As a valued member of our team, you will play a key role in delivering exceptional customer service and technical support.
The ideal candidate for this position will possess a strong understanding of IT systems and technologies, including Office 365, Salesforce, and Slack.
* Fluency in English is mandatory, and proficiency in an additional language is a significant advantage.
* This opportunity suits a proactive professional with experience in Managed Service Providers (MSPs) and excellent skills in tools such as Salesforce, Slack, and Office 365.
* A certification in ITIL would be beneficial and demonstrates a commitment to industry best practices.
Key Responsibilities
* Provide prompt and effective first- and second-line support via email and remote tools.
* Diagnose and resolve complex issues involving Office 365, Salesforce, Slack, and other business applications.
* Track and manage incidents and service requests across various platforms.
* Deliver a professional, customer-centric experience during all interactions.
* Translate technical complexities into clear, user-friendly language.
* Escalate unresolved issues appropriately and ensure timely follow-up.
* Adhere to ITIL-aligned processes for incident, problem, and change management.
* Monitor and meet SLA requirements for all client requests.
* Identify opportunities to enhance service delivery and client satisfaction.
* Collaborate closely with internal teams and vendors to resolve complex issues.
* Maintain accurate documentation of incidents, changes, and resolutions.
* Create and update knowledge base articles for recurring issues.
* Utilize and support applications such as Office 365, Salesforce, and Slack.
* Manage user accounts, permissions, and configurations.
* Stay current with emerging technologies and best practices.