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Job Summary: A professional to provide Level 1 technical support, manage tickets, and communicate with customers, including on-call shifts and incident reporting. Key Highlights: 1. Level 1 Technical Support and Customer Support 2. Ticket, Incident, and Report Management 3. Opportunity for students or professionals with a background in IT **Responsibilities:** * Daily handling of help desk tickets: Level 1 Technical (reports, user access grants and registrations, executing SELECT statements in the database); * Daily handling of customer calls and Skype inquiries regarding questions/requests, always referencing the ticket number; * Daily creation of incidents in Redmine and logging them in the shared spreadsheet (internal activity) whenever the ticket involves a bug, enhancement, and/or customization request for development and/or infrastructure teams; * On-call support outside regular business hours, on holidays, and on weekends (on a rotating schedule); * Weekly submission to the manager of gaps identified during the previous week, for the failure monitoring meeting; * Logging billed services in the shared spreadsheet on Google Drive corresponding to the month of service delivery, upon request; * Identifying opportunities to collect positive customer testimonials regarding customer support experience, upon request; **Requirements:** Completed or currently pursuing a Bachelor’s degree in Accounting, Systems Analysis and Development, Financial Management, Information Systems, Business Administration, Data Processing, or Computer Science. **Desired Knowledge:** Basic Excel proficiency; Basic knowledge of SQL databases.
