INT-E9EF145 | HELP DESK SPECIALIST
KMC Solutions Inc ·
- Work mode
- Hybrid
- Employment
- Full time
- Category
- Support
Serves as the first point of contact for customers needing technical help over phone or email — troubleshooting basic IT issues, escalating unresolved tickets, and documenting resolutions for office IT systems. Requires customer support experience, English proficiency, and broad hardware/software knowledge; hybrid work setup.
The Help Desk Specialist will serve as the first point of contact for customers seeking technical assistance over the phone or email. This role involves solving basic technical issues and providing support to ensure efficient operation of office IT systems.
- You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
- Making sound decision-making and flexibility to ensure team dynamics and productivity.
- Hybrid work setup
- Competitive salary and benefits
- HMO + free dependent
- Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
- Provide first-level contact and convey resolutions to customer issues.
- Properly escalate unresolved queries to the next level of support.
- Track, route and redirect problems to correct resources.
- Update customer data and produce activity reports.
- Walk customers through problem-solving process.
- Follow up with customers, provide feedback and see problems through to resolution.
- Utilize excellent customer service skills and exceed customers’ expectations.
- Ensure proper recording, documentation and closure.
- Recommended procedure modifications or improvements.
- Preserve and grow your knowledge of help desk procedures, products and services.
- Proven experience as a help desk technician or other customer support role.
- Tech savvy with working knowledge of office automation products, databases and remote control.
- Good understanding of computer systems, mobile devices and other tech products.
- Ability to diagnose and resolve basic technical issues.
- Proficiency in English and excellent communication skills.
- Customer-oriented and cool-tempered.
- Experience in specialized software related to the industry.
- BS degree in Information Technology, Computer Science or equivalent.
- Certifications such as CompTIA A+, Microsoft Certified IT Professional.