Help Desk Representative

We are looking for a technical phone support representative to join our dedicated team and provide the exceptional service that our customers have come to know and love. This position will be the first line of contact that our clients have, so communication and a good phone presence is extremely important. You will be using your knowledge of the products, basic networking, and the windows operating system to solve the customers issue in a timely manner. We value our employees and encourage each person to contribute ideas for improvement in both daily procedures and long-term goals. You can enjoy the satisfaction of using your skills to help people while working in a positive and encouraging office environment., * Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.

• Provide assistance and support for incoming Support tickets/emails
• Determine the problem and assist with a solution in a timely manner
• Escalate calls, as necessary, to other more experienced team members
• Walk customer through problem-solving process
• Follow up with customers to ensure issue has been resolved
• Enter detailed records of daily interactions with customers into our ticketing system.
• Maintain and contribute to our documented knowledgebase articles
• Assist with other support tasks as needed

Do you have experience in Productivity software?, * All education levels are encouraged to apply if they have phone, windows and networking experience

• Willingness to be flexible, learn new skills as required
• Strong written and verbal communication skills
• Ability to work independently
• Possess a strong commitment to high-quality customer service
• General knowledge of Windows and Microsoft Office applications.

Preferred

• Certificate, AS or above in information systems or information technology field
• Previous customer support experience, especially via phone
• General understanding of networking fundamentals
• Experience helping users remotely via phone
• Ability to work flexible hours when needed, * Phone support: 1 year (Preferred)
• windows troubleshooting: 1 year (Preferred)

Pulled from the full job description

• Paid time off