The Helpdesk Support position exists to provide support to our customers on their computer systems. Your primary responsibilities are: To monitor incoming ticket load, pick up and close customer support requests as they come in based on the established priority level and escalation process of the department. To communicate to other department support personnel as to tickets that require additional support beyond the scope of the Helpdesk position. To communicate with customers on the status/troubleshooting methods of their ticket and the resolution time frame. To monitor customer systems utilizing the tools the company has invested in and/or developed to provide information on their systems and take appropriate action when needed to resolve identified issues.

Responsibilities

• Close customer support request tickets within time parameters established by the IT Manager.
• Maintain accurate input into the computer systems as to time spent on tickets, adding any chargeable items to tickets and pertinent data relating to the issue and resolution.
• Maintain and update customer information and documentation in company computer systems designed to manage this data.
• Coordinate and communicate with the team on issues and their resolution.
• Recommend improvements to the procedures and processes that would result in efficiency gains for the department.
• Continuously learn and grow in the subject matters that relate to the products and services that company sells and supports.
• Maintain an excellent attendance record.
• Maintain positive relations with customers and fellow employees of the company.
• Provide support to Levels 1, 2, 3 and 4 roles as well as Project Managers and Sales as required.
• Maintain a minimum of 80% first call efficiency rating.
• Receive an average of no less than a 3.5 customer survey rating.
• Recommend needed upgrades in customer environments to improve their experience to both the customer and Project Managers and/or Sales.

Qualifications

• Education: An Associate’s Degree in Information Technology or similar field experience; will consider a combination of course work and/or extensive experience.
• Experience: Four years of experience in a similar capacity, within a similar service/device business.
• Certification(s): Commensurate with company product and support requirements
• Functional Skills: Excellent prioritization and time management skills. Driven by results, key metrics, and process management. Can take logical, calculated risks to help grow the business. Understands the importance of excellent communication skills and utilizes them in both internal and external relationships.
• Technology Aptitude/Skills: Advanced PC, Microsoft, and ERP/CRM skills. Thorough knowledge and understanding of remote monitoring and management tools. Ability to identify and remediate technical issues, back up routine failures, virus threats and security breach attempts remotely.
• Language Skills: Excellent written, verbal, and presentation skills; able to present to groups and train others.
• Leadership/Behaviors: Strong customer, business, and people focus, with high compliance orientation; patient, supportive, innovative, team-oriented behaviors. Lead by example from the front
• Culture Match Behaviors: Collaborative, respectful, interacts professionally with others both inside and outside of the organization. Positive influence on others. Constantly working to improve the company and oneself.

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