Helpdesk Support Tier 1 Jobs

Retains technical skills by keeping abreast of developments in technology and product knowledge

1-2 year of experience in tech industry customer facing role

Strong attention-to-detail and follow-up skills

Strong oral and written communications skills

Handles customer technical support cases through phone, email, and chat submission including troubleshooting, diagnosing, and resolving tickets

Documents all customer communication, steps and actions taken, as well as results and resolutions obtained throughout each interaction

Assisting with quarterly and annual reporting requirements

Is a great problem solver and has proven customer service skills

A competitive salary in the $17 - $25/hour range based on experience

Being the primary contact for assigned client payrolls and doing your best to ensure the highest level of client satisfaction

Guaranteeing payrolls are processed timely and accurately

Processing new hires, changes, deductions, etc. for your clients

· Experience responding to Tier 1 tickets and supporting end users remotely

· 2-3 Years of proven Desktop Support or Help Desk experience

· Extensive windows 10 support, hardware, and software troubleshooting experience

· 2+ years of Customer Service experience

· Any relative certifications or degree including CompTIA A+, Network+, MCSA

· Experience with Active Directory/O365/Intune administration, and/or Jira

Microsoft Office, Incident management platforms (JIRA, Zendesk), Android and iOS experience an asset.

Perform problem analysis and isolate issues of minimal to moderate complexity, with minimal instruction and oversight from team leads and/or management.

Work with the Tier 2 Technical Support Representatives to enforce our incident management procedure, report issues, and verify hotfixes.

Effectively manage heavy workload consisting of Chat, E-mail and Phone contacts.

Excellent grammar and written communication skills.

Create end user and internal knowledge base documentation

Proven customer support experience or experience as a client service representative

Strong phone contact handling skills and active listening

Excellent communication and presentation skills

Ability to multi-task, prioritize, and manage time effectively

Associates degree or, High School Diploma + proven experience.

2+ years of proven track record/experience

What can we offer you?

Participate in cross training on various products and platforms to ensure Enrollment metrics are met

Follow established processes and workflows for each department task

A challenging environment where 2 days never look the same

A high performing team and a positive atmosphere where mistakes are welcome as part of the learning

This is us, your new colleagues!

Effective time management & organization skills.

Identify opportunities to drive process improvements that positively impact the client’s experience.

Develop knowledge and understanding of our software and the supporting infrastructure.

Achieve program certification within your primary group within 6 months and additional program certification/s within 18 months.

Excellent communication and listening skills with the ability to communicate clearly and professionally, both verbally and in writing.

Strong decision making and analytical abilities.

EDUCATION AND EXPERIENCE Minimum Qualifications:

Strong excellent written and verbal communication skills.

Position: Tier 1 Helpdesk Support Resource

Duration: 6 Months Contract to Hire

Troubleshoot issues, by asking clarifying questions to discover underlying causes of concern. Escalate issues as appropriate.

Maintain call ownership and provide regular and continuing communication with customer(s) until resolutions are reached.

Experience and special interest in computer systems, networking, or other information technology skills.

Prior experience utilizing remote support applications (LogMeIn, TeamViewer, Remote Desktop).

Accurately and thoroughly documents all troubleshooting and resolution information and manages technical case structure in company CRM/ERP.

Collaborates with other technical support members to offer insight during the troubleshooting process.

Minimum of 2 years’ experience in an animal hospital setting or technology-based call center is strongly preferred.

Excellent customer service skills and professionalism including patience, ability to listen and ability to follow up effectively with all staffing levels

Experience With SQL Server And Database Management.

Knowledge And Hands-on Experience With Any Programming Languages

Installation, configuration, administration, and deployment.

Proficiency with imaging tools and deployment techniques.

Strong familiarity with Microsoft Deployment Toolkit (MDT).

Job Title: Helpdesk Support Engineer

Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software

Previous IT Helpdesk Call Center Experience

May install software or perform hardware testing remotely

Assisting with the creation and curation of End User Knowledge Articles

Associate's degree in computer related field or equivalent training and/or experience required

Verbal and written communication skills, problem solving skills, customer service and interpersonal skills

This position will be fully remote, requiring a working computer and internet connection.**

1-3 years of Technical Support Customer Service experience - experience in a high-volume contact center a plus!

Solid working knowledge of computers, technical hardware, software, gaming consoles, and networks.

Exceptional written and verbal communication skills.

Exceptional soft skills and the ability to show empathy.

Strong work ethic, multi-tasking skills, and adaptability.

Must have experience in a professional environment in Group policy management and active directory administrative.

Primary focus will be on day-to-day operations, desktop support, helpdesk, and data management

1-2 years of database, network administration, or system administration experience in a working role

Strong knowledge of systems and networking software, hardware, and networking protocols

Previous hands-on experience in a professional environment in server and desktop networks and Windows operating systems

Excellent communication skills (oral and written) required

Outstanding task management skills across a varied set of responsibilities in a fast paced, high volume environment

Comprehensive wellness benefits: high-quality, low-cost medical, dental, and vision plans, in addition to other wellness offerings

1-3 years of work experience, preferably with a SaaS company or a product/technology division

Poise and professionalism to respond to high-level executives from around the world; executive support experience is a plus

Community & Belonging: Our Employee Resource groups bring together employees with shared characteristics or life experiences

Enthusiastically support clients with their tech, logistical, and other needs via email, chat, phone, and web-based tools.

Benefits - We offer a comprehensive benefits package for Full-time Employees to include the following:

Navigate a knowledge base to locate appropriate answers to user's questions.

Education: Bachelor's or Master's degree in computer science or related field.

Work Experience: Three to ten years of experience in a help desk or other technical customer service setting.

Principles and methods for offering products or services.

This is an IAT Level I position which requires one of the following certifications:

Answer help desk calls and emails to resolve customer problems related to products and experiences.

Ensure the quick response or need for escalation to provide a positive Customer Experience aligned with the company's Core Values.

Maintain and update the customer product knowledge base and training tools/materials.

Excellent communication skills both written and verbal.

Product and/or application support experience

Experience effectively presenting and training customers

A positive attitude and excellent communication skills are essential.

Customer service experience. Phone experience is a plus.

Microsoft suite experience and ability to learn our CRM System.

Answer incoming customer calls for a customer base of 12k+

Follow up with customers as needed.

Review daily alarm activity reports.

Microsoft Office, Incident management platforms (JIRA, Zendesk), Android and iOS experience an asset.

Perform problem analysis and isolate issues of minimal to moderate complexity, with minimal instruction and oversight from team leads and/or management.

Work with the Tier 2 Technical Support Representatives to enforce our incident management procedure, report issues, and verify hotfixes.

Effectively manage heavy workload consisting of Chat, E-mail and Phone contacts.

Excellent grammar and written communication skills.

Create end user and internal knowledge base documentation

-2+ years of client facing IT experience

-Experience troubleshooting password resets, creating/editing user accounts with Active Directory

-Familiarity with basic troubleshooting Citrix or VMware & remote desktop applications

-Ticketing system experience, preferably ServiceNow

-Comfortable going on-site 5 days a week, M-F 8-5

Research solutions to customer questions and problems using the company Knowledge Base and other relevant materials.

1+ years experience using Google suite products

1+ year experience working in the Customer Service field

Outstanding written and verbal communication skill

Degree in Computer Information Technology or Education

Experience in a IT/Help Desk Support environment