.Helpdesk Support AnalystThe Functionary is looking for a Helpdesk L1 and L2 Technical Support Agent. This is a work from home position.About the companyThe Functionary is a leading provider of business process support services to consumers, small business, mid-market, and enterprise customers. The Functionary partners with retailers, OEMs, and distributors to provide support solutions to customers needing help with customer support, e-commerce operations, setup, connectivity, Internet of Things (IoT) devices and Cloud services. The Functionary has handled over 5 million support requests, delivering market-leading customer satisfaction scores, to empower customers to get the help they need when they need it.Summary of the roleThe Helpdesk Support Agent is responsible of taking numerous calls throughout the day from US clients that are seeking L1 remote technical support for computers, mobile devices, printers, Outlook and Microsoft 365.We offer- Training from home- 100% payroll.- Holiday and vacation days according to the law- 25% Vacation Pay (Prima vacacional)- $500 MXN Restaurant Coupons (After third working month)- $500 MXN Supermarket coupons (After third working month)- 8% Saving funds.- 10 PTOs (Paid Time Off) every year- Training and career development within a multinational company**Responsibilities**:- Perform remote troubleshooting through diagnostic techniques and pertinent questions.- Walk the customer through the problem-solving process.- Escalate unresolved issues to level 2 or 3 of support.- Track issues and resolutions- Follow-up and update customer status and information with supervisor- Handle complaints, provide appropriate solutions and alternatives within the time limits.- Work with other Helpdesk Tech's and end-users, to capture vital diagnosis information, aiding in problem determination, appropriate prioritization and escalation, in communication to non-Helpdesk Technical Support Personnel- Accurately and in a timely manner - create tickets and enter required information regarding user problems into the Helpdesk ticketing system.- Attempt resolution on all tickets and record progress notes in "bullet format" within tickets, prior to escalating to other IT Teams.- Appropriately escalates technical issues to other Information Technology teams in a timely manner.- Utilize remote tools in a respectful and confidential manner in compliance with Sound Physicians policies and procedures, to expedite problem solving.- Assists with working the IT Helpdesk ticket queue, administrative duties, and answers Helpdesk calls.- Performs break-fix of software and hardware-based workstation and laptop problems.**Qualifications**:- You must have a great connection to work from home successfully.- 1+ year of experience providing remote L1 Technical Support & troubleshooting of:- Computer Systems- Mobile Devices- Printers- Microsoft 365,- Windows 10,- Microsoft Office,- Outlook- Advanced English verbal and written communication skills
