Key responsibilities- Helpdesk-Genesis
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Technical Support: Provide first-level support to end-users for hardware, software, and network issues.
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Problem Resolution: Diagnose, troubleshoot, and resolve technical problems, including logging and documenting all issues and their solutions.
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User Guidance: Guide users through product functionality and provide empathetic, customer-focused assistance.
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Escalation: Escalate complex issues to other teams (e.g., engineering, product) when needed and work cross-functionally to find solutions.
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Knowledge Management: Maintain and update a knowledge base or help center to ensure accurate and useful information for users.
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Communication: Communicate with users via multiple channels, handle feedback, and maintain a professional and helpful demeanor.
Required skills and experience
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Technical Proficiency: Strong basic troubleshooting skills for hardware and software.
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Customer Service: Excellent communication skills and a customer-centric approach.
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Problem-Solving: Strong problem-solving skills and the ability to work independently.
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Helpdesk Software: Experience with helpdesk ticketing systems (e.g., https://www.google.com/search?q=Zendesk&sca_esv=e5f7800d8a81a6ec&rlz=1C1CHBF_enIN1120IN1120&ei=Ot0JafXII4ic4-EPnZvtsA0&ved=2ahUKEwj0t67lrdiQAxVTzjgGHRNZIWAQgK4QegQIBhAE&uact=5&oq=Helpdesk-Genesis+Job+description&gs_lp=Egxnd3Mtd2l6LXNlcnAiIEhlbHBkZXNrLUdlbmVzaXMgSm9iIGRlc2NyaXB0aW9uMggQIRigARjDBDIIECEYoAEYwwRI6BBQAFgAcAB4AZABAJgBrwGgAa8BqgEDMC4xuAEDyAEA-AEC-AEBmAIBoALOAZgDAJIHAzItMaAHuQOyBwMyLTG4B84BwgcDNC0xyAcT&sclient=gws-wiz-serp&mstk=AUtExfA1kWzSjsFhxmksgoc5ZQfKUQjYLG-xKW5AzPz9W41RGMob6MTF1XPRRRQyNeg7ScQ4KRPRe3Fv8vu71qi9-dAx1bmXEtH-o7I8QaOghlkKOv-7jm04-6lxZYHhai9kk0&csui=3) is often required.
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Technical Experience: Previous technical support or helpdesk experience is typically preferred.
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Language Skills: Some roles may require specific language proficiency, such as strong C1 English or proficiency in German and English.
