We are looking for a customer service oriented Help desk and Content specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Responsibilities*

Provide first-level contact and convey resolutions to customer issues
Properly escalate unresolved queries to the next level of support
Track, route and redirect problems to correct resources
Update customer data and produce activity reports
Walk customers through problem solving process
Follow up with customers, provide feedback and see problems through to resolution
Utilize excellent customer service skills and exceed customers’ expectations
Ensure proper recording, documentation and closure
Recommend procedure modifications or improvements
Preserve and grow your knowledge of help desk procedures, products and services
Update customers as well as company’s website content
Coordinate with content department and help with content creation for the company’s website
Prepare and post textual content to the company’s websites
Coordinate with marketing department and help with preparing marketing presentations
Perform manual testing of company’s websites, software tools and applications developed by the company.

Requirements*

Proven working experience in providing help desk support
Proficiency in English
Working knowledge of help desk software, databases and remote control
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Customer service orientation
Experience and knowledge in how to use MS Word (or Google Docs), MS Excel (or Google Sheets), MS Power Point (or Google Slides), Adobe Photoshop.
Lives in Tijuana BC Mexico