Customer Technology Support Agent

Description

Support specialist to join our client's IT support team. The ideal candidate Job Overview Provide frontline technical assistance to end users experiencing software, and network issues. Assist customers via phone, email, chat, or in-person, diagnosing problems, guiding through solutions, and escalating when necessary. Ensure a positive customer experience by resolving issues promptly and clearly documenting all interactions. Key Respond to inquiries and resolve basic technical issues related to hardware, software, printers, networks, email, and account access. Troubleshoot problems using established playbooks, checklists, and vendor guidelines. Gather information from users, log incidents, and update ticket status in the help desk system. Escalate complex or unresolved issues to Level 2 or Level 3 support with clear context and steps already taken. Provide step-by-step guidance and communicate solutions in a user-friendly manner. Manage and prioritize multiple tickets, ensuring SLAs are met. Assist with basic account management (password resets, access provisioning, user onboarding/offboarding). Document known issues and contribute to knowledge base articles. Perform basic device setup, software installations, and routine maintenance tasks as needed. Follow security and privacy guidelines; recognize and report potential security incidents. Essential Qualifications High school diploma or equivalent; associate degree or certificate in IT is a plus. Some experience in customer service, IT support, or a related role is preferred but not required. Basic understanding of computer hardware, software, operating systems (Windows and macOS), and common office applications. Familiarity with common networking concepts (Wi-Fi, Ethernet, routers) is welcome. Ability to learn new software and processes quickly. Good written and verbal communication skills. Patience, empathy, and a customer-service mindset. Problem-solving mindset with attention to detail and good organizational skills. Preferred Skills and Knowledge Experience using a help desk or ticketing system (e.g., ServiceNow, Zendesk, Freshdesk, Jira Service Desk or Wesupport). Understanding of basic data privacy best practices. Familiarity with using remote support tools and screen sharing. Basic scripting or command line familiarity is a plus (e.g., Windows command prompts, macOS terminal). Knowledge of VPN, email clients, and basic network troubleshooting. Technical Competencies (Optional but Helpful) Operating Systems: Windows. Applications: Microsoft Office 365, common line-of-business software. Soft Skills Excellent customer service and interpersonal skills. Strong listening and questioning abilities to diagnose issues efficiently. Clear, concise verbal and written communication. Education and Experience Education: High school diploma or equivalent; associate degree or IT certification preferred. Experience: 0–2 years in help desk, IT support, customer service, or related fields. Internship or academic projects in IT can qualify.

Płaca

• 10000

Responsibilities

• We are seeking a motivated First Level Tech

• Support specialist to join our client&#39

• s IT support team. The ideal candidate

• will be a strong communicator with a customer-first attitude and a willingness

• to learn. You will handle incoming technical requests, provide clear guidance,

• and escalate complex issues when necessary. Relevant IT certifications and

• prior help desk experience are a plus, but we will train the right candidate.

Informacje dodatkowe

• Nr ref.: 1201223

• Lokalizacja: Kraków

• Rodzaj pracy: Czasowa