Job Description

Job Brief

DOVE TECHNOLOGIES IS LOOKING FOR A COMPETENT HELP DESK SUPPORT AGENT TO PROVIDE FAST AND USEFUL TECHNICAL ASSISTANCE FOR PRINTERS, NETWORK, AND SOFTWARE. YOU WILL ANSWER QUERIES ON BASIC TECHNICAL ISSUES AND OFFER ADVICE TO SOLVE THEM.

AN EXCELLENT HELP DESK TECHNICIAN MUST HAVE GOOD TECHNICAL KNOWLEDGE AND BE ABLE TO COMMUNICATE EFFECTIVELY TO UNDERSTAND THE PROBLEM AND EXPLAIN ITS SOLUTION. THEY MUST ALSO BE CUSTOMER-ORIENTED AND PATIENT TO DEAL WITH DIFFICULT CUSTOMERS.

THE GOAL IS TO CREATE VALUE FOR CLIENTS THAT WILL HELP PRESERVE THE COMPANY’S REPUTATION AND BUSINESS.

HELP DESK SUPPORT AGENT RESPONSIBILITIES:

• Responding to queries on the phone, via email, in person, or through remote access.
• Offering technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
• Serving as the first point of contact for customers seeking technical assistance over the phone or email
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Determining the best solution based on the issue and details provided by customers
• Training other staff on troubleshooting and diagnosing problems.
• Gaining feedback from customers to improve training methods.
• Writing and editing training manuals.
• Running reports and analyzing common complaints and problems.
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

HELP DESK SUPPORT AGENT REQUIREMENTS:

• An Associate degree in computer science or related field.
• A strong working knowledge of computer systems, hardware, and software.
• Good problem-solving, analytical, and team-working skills.
• Excellent communication and interpersonal skills.
• An openness to learning new technologies.
• 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
• Excellent communication skills
• Customer-oriented and cool-tempered

Company Description

Mission The mission of Dove Technologies is to help businesses keep up with the growing demands of the always-on world. Whatever your field—healthcare, education, government, legal, manufacturing, or banking—Dove has a wealth of experience and a catalog of solutions to support each of your business goals. Vision Dove’s vision is to deliver industry-leading business solutions to companies across the country. Since 1991, we have stayed on the frontlines of a rapidly changing industry, evolving from a printer ribbon manufacturer to a complete print solutions organization. Values Our values have been our moral compass since the company was founded in 1991, and they remain unchanged after more than 25 years. Dove’s work is characterized by fundamental commitments to customer service, teamwork, and integrity.