IT Helpdesk Support/Customer Service Agent Needed

  • Posted:
  • Proposals: 31
  • Remote
  • #40930
  • Archived
Emma M.Graham T.Sebastian C.Mughis T.Sanjeev A. + 26 others have already sent a proposal.
  • 6

Description

Experience Level: Entry
We have a busy helpdesk which operates between 9:30 AM and 5:30 PM Monday to Friday offering customer services and technical support to customers who have purchased computers and laptops.

I ideally require 1 person who can work between 9:30 AM and 5:30 PM Monday to Friday but if you can\'t work the full hours and days please bid based on the amount of hours/days you can work.

This is regular work and I\'m looking for long term commitment. If you are not able to do 6 to 12 months please do not bid.

Please note that the you will not be working the full time agreed but you will need to be available during the time agreed to respond to requests. Some days the helpdesk can get 10 unique cases per hour and other times you can not hear anything for a few hours. It has peak perids such as 9:30 to 10:30 in the morning and slow periods such as 4 to 5:30 but you need to be around. You will still be paid regardless if you are replying to cases or not we are paying for your time to monitor the helpdesk.


Requirements
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Upto date knowledge in computer hardware, building computers, taking computers apart, troubleshooting technical problems with PC hardware, software and Windows 7.

Reliable time keeping you must start work on time every single day.

Skilled in providing support and customer services to skills.

Able to handle multiple support requests at once.

Duties
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Offer technical support and customer services via an email helpdesk with a response time (SLA) of 15 minutes per new ticket/case.

Offer technical support and customer services via live web based chat program with instant response.

Create knowledge base articles based on conversations with customers to help future customers (copy/paste questions/answers into a database)

Be pro active in looking after customers.

Be available during the agreed hours to respond to requests from customers as quickly as possible.

Payment
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Payment will be made through peopleperhour.
Bonus will be paid at the end of each month if customer satisfaction survey is marked as \"Very Good\".

Looking to start the position on 01.11.10

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