Endereço
SalárioWe are looking for the position Help Desk, to work as independent/contractor and remotly. Main activities (non-limited): Close collaboration with different departments for operational monitoring. Review and writing of emails. Problem solving. Constant training according to the needs of the company and clients. Assignment, tracking and closure of technical support services provided to different clients of GSB Solutions. These activities include: 1. Assignment:
- Access the ticket management system, for the services assignment.
- Contact the engineer to confirm availability.
- Confirm the engineer in the ticket management system.
- Send the engineer mail with the tool specifications that he/she must take with him/her to provide the service, dress code and official identification and/or send the mail automatically through the system.
- Create service chat with all the people who should be involved.
- If necessary, perform internal escalations and with the POC (Point of Contact) according to the escalation matrix established for each client. 2. Tracking:
- Ask the engineer for notification of moving from home to client's site and arrival at the client's site.
- Request the engineer progress of their activities.
- Request notification from the engineer in case any problem arises during the service.
- Report and manage incidents through the corresponding ticket system such as Equus, Bam, Single Point, Sharepoint, among others.
- Request the engineer to report or consult in the chat in case of: any decision to be made, need to acquire some type of material or any situation out of context.
- Assign another engineer for support if necessary (eg in case of a technical problem), following the linear matrix established for each client.
- Request the engineer to notify his/her departure from the site, through chat. 3. Closure:
- Ask the engineer to send his service report signed by the client.
- Write in the corresponding chat, send by mail or write in the client's ticket system the trip summary (by service and by engineer).
- Close the service ticket in the corresponding system.
- Record the services performed in the corresponding database or ticket management systems. Schedule: Monday to Friday from 8:00 am to 12:30 pm Brazil time (5:00 to 9:30 am Mexico's time).
Experience: At least six months: customer service. At least six months: service tracking. Knowledge: IT, networks and tools in general for IT (basic). ERP management (basic). Use of whatsapp (advanced). Knowledge in Office and Outlook (intermediate). Intermediate English - writting and speaking. Skills: Team player. Initiative and innovation. Service and results oriented. Responsible and organized. Written and verbal comunication. Proactivity. Decision making. Process management. Integrity. Problem-solving skills. Tools: Have your own desktop or laptop. Have a smartphone.
Beneficios
200 USD + 15 USD (for phone services) = 215 USD per month. This amount will be paid on the 15th of every month, through platform WISE. Note: The exchange rate of the day is used. In case of an oscillation, the minimum exchange rate considered is R$5 (five “reais”) per dollar. After trial period (3 months), we offer benefits such as: holidays bonus, annual bonnus and savings bonus.
