2Job positions IECMS IT Support Staff & Call Center Operator Under Contract : Deadline: Nov 15, 2022

Job description

• Interview IECMS users during telephone calls to
obtain information useful in providing effective
solutions
• Manage inbound calls to ensure effective and timely
resolution of IECMS user issues
• Place outbound calls to verify IECMS users
satisfaction
• Escalate complex issues to more experienced IECMS
team for proper resolution
• Support personnel, and act as focal point when endusers
face hardware, software, or system issues
• Provide phone, remote access, and desktop support to
IECMS users.
• Track assigned tasks throughout problem solving life
cycle using the institution’s Help Desk system. Must
maintain accurate and timely service tickets.
• Maintain records of inquiries or complaints as well as
logs of interaction with customers
• Calm end-users and ensure their challenges or issues
are addressed properly

NB: Having experience in an IT support and/or call center environment, especially in ICT industry, Previous experience in a customer support role, having experience in desktop support, Network Administration, System Administration, Certificate in A++, N++,MCIP, MCSA,CCNA are added advantage.

Key technical skills

.Knowledge of customer service practices and
principles
• Excellent data entry and typing skills
• Superior listening, verbal, and written communication
skills
• Demonstrate decisiveness in resolving problems,
making decisions and identifying priorities;
Good analytical skills and problem solving techniques
• Good interpersonal communication skills and ability
to work with others under pressure and solve problems
• End-users focus and adaptability to different
personality types
• Ability to multi-task, set priorities and manage time
effectively
• The ability to learn quickly and work with minimum
supervision;