Description of the project:

• Providing Tier 1-2 technical support via phone, email and web portal (mostly by phone);
• Assisting with IT Support of MS Server, Exchange, vCenter and general networking tasks during Mon-Fri 9am-18pm according to the UK time zone;
• Accomplishing the premium 15 minutes SLA for VIP clients.

Achieved results:

• Resolution of 70% issues over the phone by Tier 1 engineers;
• Issue/tickets resolution in a timely fashion, providing outstanding customer service through the effective use of communication, problem solving and multi-tasking.

As a result of the project, technical support was provided to more than 60 clients from such industries as Online Media, Fashion Retail, Publishing, Food Production with the average ticket number of 30 000 per year.

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Key requirements:

• Tier 1-2 English-speaking support engineers;
• Strong technical expertise;
• Dynamic environments interaction;
• Strong-self discipline with positive approach and good customer service skills;
• Customer team integrity.

Project details:

• Region: UK
• Client: the name is under NDA
• Industry: IT Integration
• Lifetime: 5 months

Technologies: