The 1st Level Remote Support Agent is required to provide first-level troubleshooting for user queries and incidents received (regardless of source) in a professional and timely manner.
Key Responsiblities:
- Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered, and emails are responded to promptly.
- Perform first-level troubleshooting on all reported incidents and escalate them to second-level resolver groups as per work instructions.
- Furnish and submit timely updates to customers on the status of outstanding issues within the targeted Service Level.
- Maintain ownership of cases, follow up on reported issues until closure, and ensure accurate and complete information is recorded.
- Manage customer expectations and notify the Team Lead in the event of an unusual surge in calls of a specific nature.
- Handle initial classification and prioritization of incidents. Track the progress of resolution and provide regular updates on follow-up actions and incident status.
Requirements:
- Minimum Diploma in IT-related fields.
- Minimum 1 year of experience in Technical Service Desk. Customer Service experience in non-technical call center environments will not be considered.
- Knowledge of Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support
Details of Working Hours:
- Monday to Friday: 8.5 hours, staggered between 7:30 AM – 7:30 PM.
- Saturday: 7:30 AM – 2:00 PM. Overtime pay will be provided for Saturday coverage if needed. Alternatively, weekday hours can be shortened.
To apply please click the Apply button or send us your updated profile to [email protected]
EA Licence No.:18S9405 / EA Reg. No.:R1330864
Percept Solutions is undergoing a growth phase and are on the lookout for talent. Applicants are encouraged to follow Percept Solutions on LinkedIn @ https://www.linkedin.com/company/percept-solutions/ to stay up to date on our upcoming roles and events.
