Address
Form of workJob Description
Job Description:
Duties
Duties
- Answer inbound calls, chat & emails from customers needing assistance.
- Provides technical assistance to both internal and external customers for tier-one issues.
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
- Provide prompt and accurate feedback to customers.
- Clearly and thoroughly document requests for assistance in the ticket management system, and track incidents through to resolution/escalation.
- Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.
- When necessary, summarize complex product issues succinctly and completely for escalation to Tier 3 support.
- Update knowledge base and documentation with technical and issue resolution.
- Five (5) years of experience as a Help Desk Support Analyst.
- Strong customer service orientation.
- Excellent listening, interpersonal, written, and oral communication skills.
- Excellent administrative, triaging, and time management abilities.
- Highly self-motivated and directed.
- Experience working in a team-oriented, collaborative environment.
- Experience with Jira or ServiceNow.
- Bachelors degree in a related field AND Five (5) years of experience in Information Technology Help Desk Support to work with child welfare staff to provide technical and non-technical/application support.
- Requires good troubleshooting & problem-solving skills.
- Must have strong communication & customer service skills with excellent phone presence.
- Must be a dependable, accountable, quick learner with a good technical aptitude.
- Must be detail-oriented for note-taking within the ticketing system.
