Remote Helpdesk Support

Qualfon

18h•$20 - $20•Remote

About The Position

At Qualfon, we are focused on delivering engaging interactions and positive experiences that leave a lasting impression. When you work here, you have the power to make each person’s life better. Our Qualfon Mission is to help as many people as possible pursue their total vocation - as individuals and as members of society - by creating an ever-growing number of job opportunities as we strive to become the partner of choice for our clients Must live in the State of Texas

Requirements

Minimum 1 year experience in an IT/Help Desk Support environment
Must be able to successfully pass client specific assessment during training
Must be able to type at least 25wpm/90% accuracy
At least 18 years of age or older
High School Diploma or GED – College Degree preferred
Ability to efficiently work on multiple tasks simultaneously, while maintaining acute attention to customer care and detail
Outstanding written and verbal communication and research skills, ability to read and interpret instructional and technical documentation (instructional and technical writing experience a plus)
High-speed Internet via wired Ethernet connection, no Wi-Fi, Satellite or Hot spot
Upload speed of 25 Mbps; Download speed of 50 Mbps
Internet provider must be highly stable with 1% or less packet loss
Must have available cell phone or tablet with minimum system requirements of Android 8.0 and later or iOS14 or later and must install the Microsoft Authenticator (MFA) Application required by Qualfon IT.

Responsibilities

Handling incoming calls and chats in a professional, efficient manner, focusing on one contact resolution
Partner with Field Operations, Network Services Engineering and Construction, and other Operations teams to resolve complex or multifaceted service/network issues via collaboration by email or phone
Work in various computer systems to assist service order processing
Interact with support teams aimed at working toward problem resolution.
Act as subject matter expert on any issues involving facilities and their proper registration within databases
Broad knowledge of computer software systems, utilizing multiple window screens, email and web based applications
At least 6 months experience working in systems such as: Salesforce, LFACS, NCON, SWITCH (database), Service delivery, LMOS, TAG, WEBSOP/various SOPs, EMS, CMS, WFA/DO, workflow Director and WFMT/WMS (work flow management tool)
Strong communication skills such as probing, asking detailed questions to understand and problem solve to reach resolution

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