19 Apr
Tier 1 Help Desk Support Specialist
Texas, Plano , 75023 Plano USA

Vacancy expired!

Company Overview:We are looking for a long-term, service-oriented individual that has the technical background to solve the issue efficiently and accurately. In this role, you will be the first point of contact for any and all service-related issues. The goal of this position is to maintain a high-level quality of customer service.

Responsibilities
  • Provide first-level contact and convey resolutions to customer issues
  • Properly escalate unresolved queries to the next level of support
  • Track, route, and redirect problems to correct resources
  • Update customer data and produce activity reports
  • Walk customers through the problem-solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Utilize excellent customer service skills and exceed customers’ expectations
  • Ensure proper recording, documentation, and closure
  • Recommended procedure modifications or improvements
  • Preserve and grow your knowledge of help desk procedures, products, and services

What a typical day looks like:
  • 8 o'clock meetings (8-5 M-F)
  • Handling roughly 20tickets from the queue per day and a solution rate of about 89%.
  • Mainly handling laptop and desktop support tickets.
  • On-call rotation

Skills
  • Proven working experience in providing help desk support
  • Help desk software, databases, and remote access experience.
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation.
  • Worked with a PSA and RMM system before (ConnectWise, AutoTask, Datalink, and Automate)

Education:
  • BS degree in Information Technology, Computer Science or equivalent (Not Required)
  • Associates Degree (Preferred)

Schedule:
  • Day shift (Monday to Friday)
  • On-Call
  • Many chances for overtime

Experience:
  • Managed Services Provider: 5+ years

Vacancy expired!

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