HelpDesk Support Specialist - Remote

Overview

The HelpDesk Support Specialist is pivotal in providing first-level technical support, ensuring high customer satisfaction by promptly resolving issues and troubleshooting systems using the Service Cloud. This role is essential in addressing primary technical concerns, with opportunities to escalate more complex issues.

In Short

• Provide Level 1 support via the Service Cloud ticketing system and phone.
• Escalate unresolved issues to Level 2 support.
• Document all customer interactions and technical issues.
• Assist in the creation and updating of knowledgebase articles.
• Communicate effectively with internal teams.
• Monitor key metrics and KPIs.
• Engage in internal training programs.
• Work in two shifts as needed.

Requirements

• Associate degree in a technology-related field or equivalent experience.
• Experience with Service Cloud or similar ticketing systems.
• Experience documenting processes and procedures.
• Basic understanding of Windows Operating Systems and networking.
• Ability to quickly learn new technologies.
• Prior experience in customer service or technical support is preferred.

Benefits

• Join a powerful tech workforce.
• Professional development opportunities.
• Collaborative work environment.
• Career path and mentorship programs.