Cegeka is expanding its service desk and is in search of a skilled IT Technical Support Agent to join our team. We require a candidate who is not just organized but also meticulous in documenting their work and possesses strong problem-solving skills.

This role demands someone who can effectively manage customer support through phone, email, or chat, ensuring rapid and efficient resolution of tickets. The adecuado candidate will be a key contributor to our commitment to delivering exceptional customer service and is ready to tackle challenges head-on to uphold our high standards.

Key Result Areas:

- Act as the telephone first point of contact for the customer according to strict quality and communication procedures to ensure that an efficient and customer-focused technical service is offered with the aim of having the highest possible level of customer satisfaction: first time right and first line resolution.

- Takes responsibility for customer contact in ticket priority scenario's under the leadership of relevant functional managers.

- Ensure that the most suitable solution is suggested quickly and correctly with the help of an up to date knowledge database.

- Update and maintain professional knowledge and technical skills in the area of technical services delivered.





- Process and manage customer data to ensure that we have available current customer files.

- Perform different administrative actions to ensure that the processing of technical customer requests is supported in the best possible manner.

- Identify bottlenecks and provide points for improvement.

- Take ownership to ensure a timely (pro-active) follow up of all servicedesk requests, incidents and standard changes and inform the customer.

- Creating an excellent customer experience during every contact. The agent is an ambassador of Cegeka and its values. The agent is a positively influencer within his or her team and towards all customers.

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Qualifications:

- An associate degree in computer science or equivalent experience
- A minimum of 2 years of experience in a helpdesk environment
- Proficient troubleshooting and problem-solving skills
- Experience with the creation of support service tickets and utilized web-based ticketing systems to track and deliver support services
- Knowledgeable in PC computing, network connectivity, system administration, application support, and operating systems
- At least a B2+ level of English proficiency

📌 Agente del servicio de soporte (Bogotá)
🏢 Cegeka
📍 Bogotá