Provide valuable service by offering a state of the art customer support experience and a high quality technical assistance. Address customers professionally in any situation; ask questions to quickly determine nature of problems; follow up with customers to ensure issue has been resolved.
Answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to supervisor or other technical staff
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Test software and hardware to evaluate ease of use and whether product can aid user in improving work performance and efficiency
Works with image and software deployment technologies to maintain an up-to-date computing environment
Participate in workshops and brainstorming sessions to explore new ideas and innovative technologies
Write and revise training manuals and procedures
Degree in Computer Science and two or more years of direct experience on a help desk, preferably in the technology industry providing technical support to large user groups, or an equivalent combination of education and experience
Candidates must be capable of investigating and resolving software and hardware problems conveyed from the users. The individual will communicate with the users of all departments ensuring requests and issues are handled professionally, and that the highest quality of service is provided. Communication skills and attention to details are essential
Must take responsibility and be accountable for logged incidents/requests ensuring that they successfully completed and the client is satisfied with the service delivered
Ability to learn new technologies and processes quickly
Adaptable to changes in timelines and sequences
Ability to work off hours when required to perform maintenance activities as required
Ability to work on a team and take direction from superiors
Training or education in customer service an asset
Team player assisting co-workers if and when the need arises
Excellent attention to detail on all aspects of service in order to exceed Users expectations.
Exceptional communication, problem-solving and analytical skills
Desire for continuous learning about new technologies and trends
Good organizational habits required
Technical/Functional Knowledge Requirements
Excellent knowledge of MS Office applications.
Excellent knowledge of Microsoft Windows Domain environment.
Knowledge of scripting languages is a plus
Knowledge of general Helpdesk systems an asset.
Familiar with deployment technologies
About Questex LLC:
Questex LLC is a leading global business events and information company serving corporate and government clients and industries that are driving economic growth and business innovation around the world.
The company drives business investment, innovation and demand-creation in the markets it serves by bringing together investors, buyers, sellers and professionals through its over 120 trade shows, conferences and other business events and informing them through related business media and information products. Questex’s industry-focused business units include Life Sciences & Healthcare, Hospitality & Travel, Beauty & Wellness, Technology & Telecom groups.
The company employs over 300 professional staff members operating in the United States and the Americas, Europe, the Middle East and Asia-Pacific regions. For more information, visit questex.com.