Job Overview:
We are seeking a skilled and responsive Customer Service Desk Tier II/III professional to provide advanced support to end users. This role involves addressing user requests that go beyond existing manuals and scripted responses, diagnosing complex problems, and guiding users through the necessary steps to resolve their issues. The ideal candidate will have strong technical knowledge, excellent problem-solving skills, and the ability to deliver a high level of customer service.
Responsibilities:
Respond promptly to end user requests for assistance, escalating issues when needed.
Diagnose and troubleshoot technical issues that cannot be resolved with standard responses or manuals.
Guide users through step-by-step solutions to correct problems and ensure satisfaction.
Collaborate with Tier I and Tier III teams to ensure seamless issue resolution.
Maintain detailed records of support interactions and resolutions in the help desk system.
Identify trends in support requests and provide feedback to improve support processes and documentation.
Stay updated on new technologies and system updates relevant to user support.
Provide recommendations for optimizing customer service desk operations.
Required Qualifications:
Bachelors degree in a related field.
35 years of experience in customer support, with at least 2 years in a Tier II or higher role.
Strong troubleshooting and diagnostic skills for complex technical issues.
Excellent communication and interpersonal skills for interacting with customers.
Proficiency in customer support tools and ticketing systems.
Ability to work in a fast-paced environment and manage multiple tasks efficiently.
Preferred Qualifications:
Experience with IT Service Management (ITSM) frameworks, such as ITIL.
Familiarity with common operating systems, software, and hardware troubleshooting.
Certification in a relevant technical or customer service discipline.
Proven ability to document and improve support processes.
Why Join Us?
Be part of a team that values providing high-quality support and creating positive user experiences. We offer opportunities for professional development, a collaborative work environment, and the chance to contribute to meaningful projects.
Job Type: Full-time
Pay: $38.00 – $43.00 per hour
Benefits:
Dental insurance
Health insurance
Paid time off
Vision insurance
Schedule:
8 hour shift
Work Location: Remote