Support Desk Associate

High Level Marketing is a national, full-service digital marketing company helping clients maximize their business and brand. We believe that attracting and retaining the best talent is key to helping drive our business growth. At HLM, we strive to create a culture and workforce that is innovative and rewarding, allowing our team to achieve success at every level. High Level Marketing is committed to fostering and advancing diversity, equity, and inclusion in every aspect of our employee initiatives. If you are passionate about teamwork, serving others, and being a part of a dynamic team, we would love to connect with you!
Job Summary: The Help Desk Support Associate receives support requests via email, and phone. The Associate prioritizes and responds to support requests and actively works to resolve issues while documenting results in an online ticketing system. The Associate works in a team environment that enables escalation of issues to senior team members and other subject matter experts.
Reports to: Support Desk Manager
Essential Duties/Responsibilities:

• Provides professional support in a high-touch, customer-facing environment.
• Responds quickly to support requests and manages these requests in the Help Desk ticketing system as they progress towards resolution.
• Maintains confidentiality of all information, policies, and procedures as required by the Company
• Successfully translate complex technical information/instructions into a simple language that would ensure seamless troubleshooting
• Analyze, isolate, research, and effortlessly explain step by step technical troubleshooting solutions
• Provide maximum customer service and issue ownership
• Communicate with customers, providing status updates and follow-up to ensure satisfaction
• Able to work in WordPress, a proprietary LAMP-based CMS, and a legacy LAMP-based CMS
• Other duties as assigned

Education/Experience:

• High School Diploma, or equivalent.
• One year of experience writing code, or prior attendance of a Coding Bootcamp, or currently attending college for a Computer Science degree, required.

Required Skills/Abilities:

• Strong experience with WordPress is a must
• Experience with HTML, CSS, JavaScript, PHP and MySQL
• Experience with server side scripting languages, especially PHP
• Knowledge about HTTP requests
• Knowledge about object-orientated Programming principles
• Be able to review, troubleshoot, and/or debug code
• Be able to pick up new technologies
• Excellent effective written, interpersonal, and communication skills with the ability to work as part of a team involving staff, clients, and outside agencies
• Incredibly detail-minded
• Results-oriented and able to complete tasks on deadline with little supervision
• Ability to make good decisions using sound, professional judgment
• Customer service focus with a high degree of professionalism
• Tireless work ethic, always going above and beyond to get the job done
• Patient and helpful under pressure
• Familiar with industry best practices and procedures
• Organized and efficient, tracks and follows through on commitments
• Encourages teamwork and strives for excellence

Compensation and Benefits:

• Compensation is commensurate with experience starting at $15.00 an hour.
• Group Health Insurance, including Medical, Dental, and Vision
• Paid Time Off
• 401k Retirement w/ company matching
• Supplemental Benefits (i.e. STD, LTD, Life)
• A fun environment with the occasional off-site outing and other team events
• Current remote working environment
• Unlimited Advancement Opportunities

Disclaimer: High Level Marketing is an equal employment opportunity employer committed to hiring and retaining a diverse workforce. Applicants receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, genetic data, religion or other legally protected status. If you need accommodation for any part of the employment process because of a medical condition or disability, please call (205) 721-8660 to speak with human resources.
Acceptable Background and References Required. Equal Opportunity/ Affirmative Action Employer/ DFWP