Help Desk Tj - Brazil

We are looking for the position Help Desk, to work as independent/contractor and remotly. Main activities (non-limited): 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 6:30 to 15:30 Jamaica’s time (5:30 to 14:30 Mexico's time).

Requisitos
Knowledge: Use of whatsapp. Knowledge in Office 365 package. Advanced English - writting and speaking (necessary). Skills: Team player. Responsible and organized. Written and verbal comunication. Proactivity. Problem-solving skills. Tools: Have your own desktop or laptop. Have a smartphone.
Beneficios
Payment and benefits: 400 USD + 15 USD (for phone services) = 415 USD per month. This amount will be paid 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.