DescriptionThis role provides customer service representative support for customer Service Desk operations. This role requires an individual that is technical, customer oriented and familiar with using desktop software applications such as web browsing and client software, and IT Service Management software such as JIRA, ServiceNow, or Remedy. This individual should be detail oriented in order to capture customer inquiries appropriately. Role requires excellent oral and written communication skills. Personnel work first, second, third, and weekend shift work to support 24x7x365 support. This position will work a Panama shift which are 12 hours shifts working 6PM-6AM.Primary Responsibilities:This role is responsible for interacting with customers to handle service inquiries and problems. Duties include examining highly complex customer problems and implementing appropriate corrective action to initiate a repair or return. This role analyzes recurring problems and initiates solutions for preventing reoccurrence. Individuals in this role may be required to remotely log into the end users' endpoint (desktops and/or servers with Windows or Linux OS) to perform technical software configuration, rebooting, and other remedial actions. Responsible for developing and applying in-depth understanding towards solutions of technical issues and problems in multiple area of disciplines that are undefined and complex. Issues are complex in nature, team members respond to and address customer technical challenges through the diagnosis, analysis, application, and monitoring of complex solutions across multiple technical platforms which span organizational structures and classification levels. This role is also responsible for installation, configuration, administration, support, and maintenance of systems, including associated hardware. This position requires working a twelve-hour rotating shift.
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