Voice and Live IT Chat Support Agent (Finance)

Voice and Live IT Chat Support Agent (Finance)We Offer . A client facing support role within the Bank User Support Service (BUSS) organization focusing on incident resolution, with outstanding end user experience and quality. Within this role as a Level 1 IT Support Specialist, you'll provide direct technical support to internal users within the bank, fielding contacts via telephone and chat. You'll be joining a fast paced and rewarding distributed team with the opportunity to grow your skillsets and collaborate with peers throughout the world. This role requires a good technical skillset, excellent customer service skills, and the desire to continue to expand one's knowledge of technology. Main responsibilities: Ticket management, active troubleshooting and client communication to facilitate issue resolution. Fix technical issues including: connectivity issues, printing issues, PC performance issues, & virus mitigation. Fielding contacts from End Users via Chat, telephone and email. Clearly document support issues and all steps performed in Service Now ticketing tool. Update cases and communicate with clients following incident lifecycle protocols. Bring up customer issues through the accurate channels. Recognize and prioritize tasks arriving to dedicated queue. Provide all internal clients with a dedicated, positive and efficient service at all times. Be held accountable for measurable key performance indicators including resolution time and rate, contacts handled per day, client happiness, among others. Ensure top quality of data for incidents handled by the team. You Offer Equivalent experience of at least 2 years in a similar type role Proven experience as an IT Support/Help Desk Tech or other customer support role Ability to diagnose and resolve basic technical issues Outstanding understanding of WAN/LAN Networking & VPN Solutions Good understanding of VOIP and POTS Telephone Systems and Efax Basic understanding of Mobile Devices including iOS and Android Able to set up email on any device using IMAP or Exchange Protocols Technical Certificate or related education highly preferred!