Overview One of the largest identification solution providers worldwide and we are looking to add an enthusiastic Help Desk Technician with strong communication and skills to our team. As a Help Desk Technician you will work together with our team to provide solutions, take orders, and respond to inquiries from our customers. We searching for a self-motivated Support technician to join us in our constant endeavor to create the supreme experience for our customers. Position Description This position is in our Miami, FL location and you will report directly to the Director of Support Services. As a Help Desk Technician, you will be an integral part of our team and primarily responsible for providing valuable customer service by utilizing excellent, in-depth knowledge of company products and procedures. In addition to being knowledgeable about our products; we are looking for someone who is patient, attentive, positive, and calm under pressure. An excellent Help Desk Technician is someone who has the ability to think on their feet because there will be times when the customer support world throws you a curve ball. Lastly, this position requires someone with a great work ethic and a willingness to go above and beyond our customers expectations. What You Will Do · Serve as the front line to customers by delivering exceptional service with a professional presence· Responsible for supporting ID Systems which includes Software, Card Printers, Cameras, etc.· Troubleshoot, maintain and repair card printers· Provide remote software and hardware training· Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority· Follow up with customers in a timely manner to ensure resolution for any on-going issues· Provide helpdesk support and resolve problems to the end user’s satisfaction· Manage multiple channels of requests including incoming calls and emails· Escalate, research, and involve other departments when necessary to resolve customer needs· Handle high call and email volume· Demonstrate a positive and calm demeanor when approached with challenging situations· Maintain a balance between customer benefit and company policy in your decision making· Document new processes and update current ones as needed· Perform other duties and responsibilities as assigned· Posses a strong ability to work in a dynamic team environment Qualifications · 2+ years of relevant technical experience· Proficient with Windows OS (Win 7 & 8), MS Office, MS Outlook and Remote Desktop· Passion for customers and Customer Success· Self-motivated with the ability to take direction and collaborate with team members· Detail oriented· Ability to prioritize and manage time effectively· Ability to judge urgency and follow up immediately· Strong decision making and analytical abilities· Team player with a positive and confident attitude· Ability to follow all company and departmental policies and procedures· Strong customer orientation· Excellent interpersonal and communication skills· Commitment to company values
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