2 x Customer Service Support Position working within a BMS Building Management Support Company Deliver excellent customer service and first line support, troubleshoot problems and advise on the appropriate action.

Main Job Tasks and Responsibilities

• respond to requests for technical assistance in person, via phone, electronically
• diagnose and resolve hardware and software issues
• research questions using available information resources
• advise user on appropriate action
• follow standard help desk procedures
• log all help desk interactions
• administer help desk software
• redirect problems to appropriate resource
• identify and escalate situations requiring urgent attention
• track and route problems and requests and document resolutions
• prepare activity reports
• stay current with system information, changes and updates

Education and Experience

• excellent working knowledge of Microsoft office, primarily word, excel and outlook
• knowledge of call tracking applications
• knowledge and experience of customer service practices
• related experience and training

Key Competencies

• oral and written communication skills
• learning skills
• customer service orientation
• problem analysis
• problem-solving 
• adaptability
• planning and organizing
• attention to detail
• stress tolerance

Extra Competencies

• Electrical knowledge
• HVAC knowledge
• Facilities Management
• MSQL knowledge