Technical support (CRS)

Strong communication skills, oral and written.<br /> Respond to requests for technical assistance by phone, email, chat.<br /> Enter and manage all incidents and problems in the incident management system and act as a liaison between users and technical escalation teams.<br /> Knowledge on Service Now ticketing tool<br /> Energetically follow-up on open incidents and provide status updates while carrying the ticket from its cradle to grave.<br /> Escalate problems (when required) to the appropriate teams.<br /> Maintain hygiene in ticket documentation, category selection and overall ticket quality.<br /> Identify and learn appropriate software and hardware used and supported by the firm.<br /> Where applicable, encourage users to use self-help resources and demo them on how to find answers on common issues or FAQs.<br /> 4+ years of relevant experience in troubleshooting technical issues related to Desktops, laptops, mobile devi...