Job Description: Technical Help Desk Technician

The Technical Help Desk Technician is responsible for providing second-level support for standard software, hardware, ordering systems, handheld devices, and certificate activation processes. This role ensures an effective diagnostic evaluation of end-user needs and consistently delivers timely and satisfactory resolutions to technical issues.

The position also involves delivering technical training and support to personnel and customers via phone. A strong emphasis is placed on providing exceptional customer support, resolving issues effectively in a single interaction, and fostering a seamless customer experience.

Responsibilities:

• Provide technical resolutions, including but not limited to:
• Identifying, researching, and resolving technical problems.
• Responding promptly to support requests via phone, chat, and email.
• Accurately document, track, and monitor reported issues to ensure timely resolution using Salesforce.
• Escalate recurring or impactful issues to Business Analysts and Team Leads as necessary.
• Work in various inbound call queues as assigned by Workforce Management.
• Function independently, meeting quality, timeliness, and service standards.
• Consistently achieve department KPI metrics, including call quality, service levels, resolution times, schedule adherence, and attendance.
• Participate in special projects and other duties as assigned.

Qualifications:

• 2+ years of experience in a Help Desk call center environment.
• Technical degree or relevant technical certification.
• Experience in remote desktop troubleshooting.
• Proven technical support and customer service experience, including software and mobile device support.
• Strong customer service and troubleshooting skills with the ability to build rapport and communicate effectively with diverse audiences.
• Excellent verbal and written communication skills.
• Proficiency with MS Word, Excel, Outlook, and PowerPoint.
• Experience with Salesforce or similar ticketing systems.

Key Responsibilities:

• Provide remote technical support to users experiencing issues with ordering systems and related technologies.
• Deliver a high level of customer satisfaction through clear communication, problem-solving, and efficient resolution of technical challenges.

This position offers an opportunity to work in a dynamic environment, supporting critical operations while demonstrating technical expertise and a commitment to exceptional customer service.