Offer summary

Qualifications:

Proficient in Microsoft Technology including O365, MS Teams, and OneDrive., Experience in customer IT support and user account management., Strong analytical skills for issue resolution and documentation., Excellent interpersonal skills for delivering exceptional customer service..

Key responsabilities:

Resolve customer/client technical issues and respond to inquiries according to service level objectives.

Act as a liaison between customers and IT to address business technology issues.

Document all cases in call tracking software and escalate as necessary.

Provide professional support and handle calls efficiently during all interactions.

Established in 1992, PSI (Proteam Solutions Inc) has grown from a one man start up to a multi-million dollar IT Consulting, Workforce Solutions and Enterprise Resource Solutions firm providing senior-level consulting and talent management solutions to both the Private and Public Sector. We partner with our clients to address their most complex business challenges. Our extensive industry-leading expertise enable us to work collaboratively with our clients to plan, develop, and deliver innovative and integrated solutions. We untangle some of the most complex problems that our clients face. We get better outcomes because we take a more integrated approach to every engagement – addressing the underlying people, processes, as well as technology issues that can make or break a new solution. Our objective is always to deliver measurable return on investment (ROI) and positive business impact for our clients on every engagement. We evaluate opportunities and develop solutions that generate maximum effect with strong, sustainable gains in business performance, productivity, cost management, and customer satisfaction. We look beyond the obvious… To tackle the tough issues. Drive growth. Manage change. Get stuff done. It's our strategy. And it works. Services: • Enterprise Insight Management (EIM) • Enterprise Architecture • Mobility • Business Intelligence and Analytics • IT Infrastructure • Talent Augmentation • Workforce Solutions

Job description

IT Service Center is responsible for resolving customer/client technical issues and responding to inquiries in accordance with service level objectives, processes and procedures. Serves as liaison between customer/client and IT to resolve business issues related to technologies. Examples of these technologies include break fix issues with customer ordering, issues with advanced reporting, and login issues to ordering applications.
Provides a positive technical support experience through handling concerns in a highly professional manner.
Answers questions regarding system procedures, online transactions, systems status and downtime procedures.
Partners with end users to correlate business requirements to technology solutions.
Demonstrates appropriate interpersonal skills to manage and deliver exceptional customer service.
Confers with end users and technology teams to resolve incidents. Ability to work independently or via a team collaboration process.
Fully document all cases in call tracking software and escalate to appropriate queue.
Has working knowledge and understanding of Microsoft Technology (O365, MS Teams, OneDrive), User Account Management (password resets/unlock), and customer IT support experience.

Skills:

● Analyze issues by probing, triage and documenting all findings to gauge and facilitate the most appropriate response.
● Handles call professionally during all interactions and provide prompt and efficient support.
● Applies standard concepts, principles, and technical capabilities to perform routine tasks.
● Achieve or exceed the targets set based on the standard outlined KPI.
● Work with Office 365 Apps and Microsoft Teams
● Works on projects of various scope and complexity.

Required profile