Technical Support Specialist
6 days ago
CHAMP Cargosystems is a leading provider of innovative IT logistics solutions to the global air cargo industry. As a Technical Support Analyst, you will play a crucial role in delivering exceptional service to our customers.
Key Responsibilities:- Provide first-level support through effective management of customer tickets and queries.
- Gather all pertinent information and provide in-depth analysis to resolve issues.
- Manage incoming calls and emails, screen, categorize, and prioritize the support mailbox.
- Track calls and their status, escalate or redirect queries as required.
- Provide timely updates to customers on the status of their queries and/or issues.
- Manage Major Incidents by following the major incident management process and communication plan.
Knowledge and Skills:
- ITIL Service Management knowledge.
- Excellent customer service skills.
- Ability to analyze, troubleshoot, and resolve complex issues.
- Strong communication skills (verbal and written).
- Well-developed time management, organization, and multitasking skills.
Education and Experience:
- 2+ years of ITIL Service Desk and/or technical operations support experience.
- Typically requires a college or university degree or equivalent work experience.
CHAMP Cargosystems is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing a work environment free of discrimination and harassment.
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