Helpdesk Support

Avancies are seeking a Helpdesk Analyst to provide advanced technical support in a fast-paced, high-pressure environment. The ideal candidate will have strong hands-on experience supporting PCs, mobile devices, operating systems, and LAN environments, with a strong focus on customer experience and first-contact resolution.

Primary Duties & Responsibilities

• Provide customer support to users by responding to inquiries, requests, and issues through phone, email, and service request systems.
• Listen actively to customer concerns, comprehend requests accurately, and communicate clear, timely, and professional responses.
• Review customer records, update information, and perform accurate data entry across internal systems and tools.
• Handle routine to moderately complex customer inquiries while meeting service-level expectations.
• Log and track customer interactions using a call center platform and ticketing system, ensuring proper documentation and follow-up.
• Review customer comments and attachments within customer relationship management tools and provide detailed written responses.
• Escalate issues appropriately when required and collaborate with internal teams to ensure resolution.

Preferred Qualifications

• Prior experience in a customer support, helpdesk, or call center environment.
• Strong verbal and written communication skills with a courteous and professional demeanor.
• Ability to actively listen, problem-solve, and deliver clear explanations to customers.
• Basic proficiency with Microsoft Word, Outlook, Excel, and Microsoft Teams.
• Comfortable using web-based applications, ticketing systems, and multiple internet browsers.
• Strong attention to detail and ability to manage multiple requests efficiently.