Job Description

We’re looking for a help desk specialist that will be responsible for maintaining customers’ relationships with the company, providing answers to customers’ questions and other needs related to technical support. You’ll be responsible for a variety of duties in the company, this is a startup company (3 years old) so expect to be asked to perform other jobs not listed here. The main objective is to maintain a high level of customer satisfaction and provide them with any necessary support. A polite and professional phone manner is necessary, as help desk specialists troubleshoot customers’ problems and, at times, deal with angry and upset customers. Must be able to sit for long periods of time and answer multiline phones. It is important to maintain a positive demeanor and must arrive to work on time, as it is necessary that a help desk environment be fully staffed. Previous experience as a help desk specialist or in a customer-support role may be preferred

Help Desk Specialist Responsibilities

· Providing the first-level contact and convey resolutions to customer issues

· Properly escalate unresolved queries to the next level of support

· Tracking, routing, and redirecting problems to correct resources

· Troubleshoot issues with computer hardware, peripherals, and software, and to provide general IT assistance

· Have a valid license and means of transportation to drive to customer sites for support and installs

· Update customer data and produce activity reports

· 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

· IT installs projects

· Might be required to work some nights and weekends

· Must have a clean driving record

Requirements

· Proven working experience in providing help desk support

· Proficiency in English

· Working knowledge in troubleshooting, computer hardware, installs and remote control

· Strong client-facing and communication skills

· Advanced troubleshooting and multi-tasking skills

· Customer service orientation