Key Skills & Requirements

• Prior experience in voice-based (International Voice Support) Service Desk support.
• Comfortable working in a voice/call support environment.
• Hands-on experience with ticketing tools, preferably ServiceNow.
• Working knowledge of Active Directory and RSA Token.
• Experience troubleshooting VPN, Citrix, and VDI-related issues.
• Basic knowledge of Microsoft Office applications.
• Good verbal and written communication skills.

Roles & Responsibilities

• Maintain high login availability and productivity to support customer requirements.
• Resolve incidents and service requests within defined SLAs.
• Handle inbound calls, which constitute approximately 90% of daily activities.
• Ensure compliance with quality standards, voice and accent requirements, technical monitoring, regulatory guidelines, and company policies.
• Respond to user queries via phone, email, instant messaging, and ticketing systems.
• Assign incidents and work orders to appropriate support teams and ensure timely follow-up until closure.
• Diagnose and resolve technical issues through user interaction, log analysis, research, and troubleshooting.
• Provide Level 1 remote desktop support by following established SOPs.
• Deliver an excellent customer experience by achieving First Call Resolution (FCR), maintaining low Average Handling Time (AHT), and minimizing ticket reopen or rejection rates.
• Maintain accurate work logs and adhere to escalation procedures and process guidelines.

Applicant Notices & Disclaimers

• For information on benefits, equal opportunity employment, and location-specific applicant notices, click here

At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.This position's pay range is J$19.00/hr - J$20.00/hr.   Test