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Who we areFor 30+ years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia. What will you do?As an IT Specialist, you will have responsibilities to provide the highest levels of customer experience as a Senior Help Desk Technician and Deskside Technician. The IT Specialist will be the first point of contact for all IT service desk incidents and requests in a fast-paced professional environment. In this new position, you will field customer calls, troubleshoot, document and resolve IT related issues. You will work in a timely and efficient manner while ensuring attendance, quality and customer service metrics are met. This position is intended to be responsible for a higher level of support and will also aid decrease the amount of walk-ups for onsite Deskside Technicians.Primary responsibilities including but are not limited to:Answer incoming calls, process all email requests received, process live chat requests and log all customer questions and issues accurately and efficiently into the ticketing system (ServiceNow)Troubleshoot hardware, software and network related issuesProvide restorative or maintenance actions to resolve end-user issuesAssist with documenting/rating knowledge based articlesAssist with special project work as neededEscalate problems to the next level of support when necessaryConsistently meet or exceed advanced individual IT SD and customer service metrics requiredAbility to work a 24 x 7 schedule required
What do you need to succeed?Passion, ambition and drive to work in an extremely demanding customer service environmentDemonstrated ability to work under pressureOutstanding communication skills and a distinct passion for serviceIT knowledge or a completed apprenticeshipOutstanding customer orientation, i.e. ability to build rapport and trust quickly and to influence an audience through communication to arrive at the best solutionExcellent English written and verbal communication skills, i.e., active listening, ability to clearly summarize an issue, both in writing and verballyAbility to read and write English ticket reference information on Incident PlatformExcellent problem-solving skills, i.e., ability to apply a highly logical and well-organized approach to the analysis and resolution of issuesBasic support knowledge of: MS Windows7/Windows 10, MS Office 2007/2013, Internet browsers, Mobiles (iPhones, Androids) Cisco VPN, Network Printing, wireless routers, Active Directory, MS Exchange, Collaboration tools (Sharepoint, Webex, Egnyte)Good judgment skills with a strong sense for urgency and attention to detail Minimum of five (5) years of Contact/Call Center/BPO experience, preferably in a Technical support program or accounts requiring technical focus.General affinity for IT related topics with a strong desire to learn and ability to adapt quickly to change. Basic knowledge regarding MS Windows & MS Office 2007/Office 2013, Windows Active DirectoryProven Senior level Customer Service experience preferably in the technical support field, handling challenging and unique situationsExcellent verbal and written communication skillsSolid documentation skillsAbility to complete special projects/assignments with minimal supervisionTeam and customer-oriented attitudeShift flexibility performing services for a 24 x 7 Global customerOutstanding attendance and schedule adherenceService Now experience is an advantageWhat you"ll getWork with brilliant minds, often within a global capacity;Comprehensive Benefits package that includes 401(k), paid time off, tuition reimbursement, medical, dental and vision insurance, and much more;Opportunity to participate in professional development eLearning programs within the Stefanini University, and other virtual training as well. Why we're differentBrazilian and privately owned company;Agility, flexibility, and innovation are in our DNA;Flat organizational structure which enables faster communication and decision making; Take a look for yourselfHere's one of our own, talking about the culture, space and growth opportunities: https://www.youtube.com/watch?v=j8O37KNINdYAdditional Note:The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
