[Remote] Help Desk Technician I

Note: The job is a remote job and is open to candidates in USA. IDEMIA Public Security is a leading provider of secure biometric-based solutions. They are seeking a Help Desk Technician I to provide technical support to customers, manage cases and tickets, and collaborate with team members to resolve issues efficiently.

Responsibilities

• Create and work on cases/tickets based on customer's technical support needs
• Escalate reported issues to other teams on a timely manner based on existing SLAs
• Answer calls that come via one or more phone support lines
• Support customers via other non-phone support channels such as e-mail and chat
• Utilize Salesforce for call log, tracking and documentation
• Call customers back and provide updates as needed
• Work in conjunction with other co-workers when supporting/troubleshooting issues
• May be assigned to specific projects / platforms based on business needs
• Attendance to regular team meetings (or watch all the recordings if working shift 3 hours) is mandatory
• Attend project meetings and create/maintain deliverables as needed, using Microsoft tools (Office, Outlook, Teams, etc...)
• Work hours: 5pm - 2am

Skills

• High level of organization skills
• Ability to prioritize tasks based on different workloads
• Previous applied experience with Microsoft tools (Office, Outlook, Teams, etc…) is a must
• Passion for technology
• Ability to work on a high-pressure, time-sensitive tasks required to honor SLAs
• Willingness to learn new platforms
• Ability and willingness to interact with peers and leadership inside and outside the department
• Previous experience with a call log and tracking tool in a Support Center/Call Center environment is expected
• Previous customer service and technical support experience is expected
• Experience using and troubleshooting Windows-based computers is mandatory
• Previous experience with Salesforce is highly desirable
• Previous experience interacting directly with customers is highly desirable
• Microsoft / CompTIA technical support certifications are very desirable
• College / associate degree in Computer Science-related fields is a plus

Benefits

• Bonus
• Benefits

Company Overview