We're looking for a detail-oriented, resourceful, efficient self-starter to work with our clients in a Technical Help Desk role. The ideal candidates will have extensive experience in a multi-channel support role. You will provide technical support to clients and internal teams in an efficient and accurate manner. You will be considered as one of our firm’s product experts at maintaining operating standards by solving tier 1 technical problems and escalating advanced issues to the proper departments. The goal is to make sure that customer value is maintained to the standards set forth by the company.
Responsibilities
- Provide support and convey resolutions to customer issues
- Properly escalate unresolved queries to engineering
- Track, route and redirect problems to correct resources
- Manage emails, phone calls, chats, and tickets according to company SLAs
- 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
Skills
- Proven working experience in providing remote help desk support
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation
- Proficient in English
Preferred
- Automotive industry experience
- Telephony experience including number porting and SMS
- Proficient in Spanish
Job Type: Full-time
Pay: $50,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Work Location: Remote
