It Support Technician

Who we are:

Pixel Machinery is a Boston-based technology consultancy that helps organizations build efficient, flexible, and scalable IT ecosystems. We believe that IT should be automated and unattended as much as possible. We understand that doing so requires technical expertise, careful planning, and effective execution. The result is significant cost-savings, increased productivity, security, and employee efficiency. Our experience in software development, systems administration, and business operations allow us to find the optimum solutions for our clients.

Summary:

User satisfaction lies at the heart of Pixel’s success. As a Customer Support Technician, you will provide technical support to customers experiencing issues with their services or equipment. The Customer Support Technician is integral in Pixel’s endeavor to solve problems quickly, efficiently, and proactively.

Who you are:

• You are empathetic and have a desire to help others while delivering an exceptional customer experience.
• You love to make your customer’s day by not only answering their questions, but also anticipating those to come
• You have a knack for problem solving and getting to the bottom of things
• You communicate with grace through multiple channels of communication with users and internal team members (email, slack, phone, video conferencing)

General Responsibilities:

• Managing, monitoring, and responding amicably to client-facing technical helpdesk tickets
• Improving and hardening existing project management and internal organizational workflows as the Company’s client & user base scales up
• Creating and reporting on technical help desk metrics, performance, SLAs, and customer satisfaction
• Collaborating with other departments and teams on on cross-functional projects
• Collaborating with internal teams to accomplish client on-site operations
• Supporting internal security and privacy

Requirements

• Problem solving skills - look to diagnose and solve problems before escalating
• Ability to regularly join our growing team in person a couple times a week in downtown Boston
• Excellent written and verbal communication skills
• Commitment to continuous learning, quickly retaining new information and applying it in decision-making
• Comfort and proficiency with some of the key tools we use internally and with our customers, including:
• Zendesk and/or JIRA Service Management
• Slack
• Google Workspace & M365
• Mac OS & Windows

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development