Customer Support Associates

With over 70 years of experience, our focus is on helping the most vulnerable children overcome poverty and experience fullness of life. We help children of all backgrounds, even in the most dangerous places, inspired by our Christian faith.

Come join our 33,000+ staff working in nearly 100 countries and share the joy of transforming vulnerable children’s life stories!

Key Responsibilities:

SERVICE DESK:

First point of contact and day-to-day technical support to end users. Serve as the primary point of contact for users based in Turkey. Responds to Level 1 support requests via multiple sources such as phone and e-mail. Enters call data into the tracking system. Interacts with clients in a courteous and professional manner. Provides user access service. Supports the diagnosis of problems by evaluating multiple options. Completes checklists and scripts for resolving routine problems. Escalates problems when necessary. Documents problem status and resolution in the tracking log.

CLIENT TECHNOLOGY SUPPORT:

Supports the deployment of new or upgraded images, software, and hardware for multiple clients. Configures and installs desktop PCs, peripheral equipment, laptops, and other mobile devices. Follows established procedures for performing configuration changes, updates, and upgrades. Provides ongoing support of client technology.

TECHNICAL SUPPORT:

Provides technical support to meetings that include video conferencing. Monitors and communicates system status. Diagnoses and resolves client workstation and mobile device hardware and software issues. Creates temporary solutions until permanent solutions can be implemented. Assists systems, programming, and vendor professionals, as needed to resolve problems.

SECURITY:

Maintains passwords and user credentials to assure systems security and data integrity. Adheres to the integrity of controls, regulations, and guidelines.

INVENTORY MANAGEMENT:

Maintains IT inventory management for all IT equipment and/or software in accordance with company policy and procedures.

SERVICE LEVEL MANAGEMENT:

Collaborates in the development of service-level objectives and takes steps to meet or exceed targets. Explains service procedures to clients. Follows up in a timely manner to ensure customer satisfaction.

TRAINING:

Trains co-workers on new or existing functionality or services.

DOCUMENTATION:

Creates documentation of issues resolutions. Documents solutions to common problems and responses to frequently asked questions.

Applicant Types Accepted:

Local Applicants Only

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