Job Description
Subject to business needs, we may support flexible and remote work arrangements. Options will be discussed during the interview process. ResponsibilitiesProvide accurate and rapid response to customer problems to ensure customer productivity.Gather, organize, and document relevant information directly from customers.Consistently apply excellent customer-service techniques to all interactions and work (e.g., set expectations appropriately, confirm problem is resolved, understood correctly and ensure satisfaction).Utilize Knowledge Management system content (knowledge bases) and personal technical background to identify and resolve IT issues.Work with junior members of the Service Desk, providing guidance and handling escalations.Monitor and oversee the work of other team members when needed.Escalate single-user issues when and where appropriate (e.g., service owners, Senior Service Desk Specialist, other Helpdesks) as per knowledge content and training.Participate in Service Desk tasks and projects when appropriate.Weekday, Weekend, and off-hour work may be necessary on occasion. Shift hours may vary based on work schedule.Perform additional duties as assigned and/or requested.
Responsibilities + Skills
Education
Ability to communicate clearly via the telephone, utilizing active listening skills, asking questions for clarification, and using interpersonal skills such as empathy and patience.Ability to identify and diagnose basic IT problems and recommend solutions; and self-motivated to use available resources to find the best solution possible.Ability to work in a fast paced, team based, customer service-oriented environment.Ability to work as part of a cohesive team and on own initiative with minimal direction.
Experience
