Answer inbound calls, chats & 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.
Qualifications and Education Requirements:
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 detailed oriented for note-taking within the ticketing system.
Qualifications:
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.
Seniority level
Entry level
Employment type
Contract
Job function
Information Technology
Industries
Information Technology & Services
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