The
Helpdesk Assistant provide customer service to answer customer requests for assistance either in person, by email/chat or over the phone for technical support.
- Answers telephone and respond to basic customer questions using established methods provided in training. Forwards call to appropriate personnel.
- Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication under direct supervision.
- Follow up with customers to ensure complete resolution of issues.
- Responds to customer inquiries to ensure customer needs are met.
- Prepare activity reports
- Inform the management of recurring problems
- Work closely with Field Engineers and provide assistance on tasks that are outside the scope of their knowledge or expertise.
- Administering portal processes e.g.: Parts requisition, case report, case update.
- Helpdesk Ticketing administration.
- Must have Bachelors Degree in any field. With at least a year of work experience
- Knowledge and experience of customer service practices
Key Skills And Competencies
- Experience in customer service or relevant role is an advantage
- Average client-facing oral and written communication skills
- Attention to detail and comfortable working in a fast-paced office environment
- Ability in multitasking and time-management
- Interpersonal skills to interact with customers and team members
- With Data Entry Skills, Reporting Skills, Administrative Writing Skills, Understanding the Customer, Customer Focus, Informing Others, Self-Development, Attention to Detail, Professionalism, Microsoft Office Skills, Teamwork.
- Ability to learn about products and services
- Proficiency in MS Office with expertise in Microsoft Word, PowerPoint, Excel and Outlook.
