Help Desk Support Specialist

Job Title: Help Desk Support Specialist

What we offer

As a company, we value our employees as they are the key to our success. Our commitment to your success is enhanced by a competitive salary with an extensive benefits package.

Benefits package:
Paid Time Off including Holidays (25 days yearly)
Health Insurance
Dental Insurance
Vision Program
401(k) with company matching
Life Insurance
and Scheduled raises.

Salary: $ 23- $25 Hourly

Schedule:

Our working schedule prioritizes work-life balance. We work Monday-Friday from 8:00am-4:30pm with no surprise overtime. When overtime is needed, it is not mandatory, and we would ask if you are available.

What we expect

IT Asset Management Group has an immediate opening for a full-time Help Desk Support Specialist. The right candidate will have a positive attitude, willing to learn new skills, and will be a dedicated and hard worker.

Job Overview:

This division of our company specializes in selling high-quality laptops and end-use devices to businesses and via eCommerce platforms. We are currently seeking a dedicated Help Desk Support Specialist to manage returns, replacements, troubleshoot, and resolve basic IT issues related to warranty-covered products across all channels.

The ideal candidate will have a background in IT, experience in customer support, and the ability to provide exceptional service to our customers.

Key Responsibilities:
Customer Support and Resolution : Provide timely and accurate support to customers experiencing issues with their devices. This includes troubleshooting problems, processing returns and replacements, and ensuring customer satisfaction with resolution outcomes.
Technical Troubleshooting : Diagnose and resolve basic IT issues related to our products, including software, hardware, and network problems within the scope of warranty coverage.
Warranty Claims Processing : Handle warranty claims efficiently, ensuring compliance with our policies and procedures. Coordinate with the technical team for warranty repairs or replacements as necessary.
Customer Communication : Maintain clear and professional communication with customers through phone, email, and live chat. Update customers on the status of their inquiries, returns, or warranty claims in a timely manner.
Feedback Collection and Reporting : Collect customer feedback and report on common issues or trends to the management team. Contribute to improving product quality and customer service strategies. Present tickets and ticket resolutions in weekly management meetings.
Ecommerce Platform Support : Assist customers with orders, returns, and inquiries on our eCommerce platforms. Experience with eCommerce customer service is a plus.
Documentation and Record Keeping : Keep accurate records of customer interactions, troubleshooting steps taken, and resolutions provided. Ensure all customer data is handled in compliance with privacy regulations.
Other Responsibilities : Assist operations with ordering supplies or other duties as needed.

Qualifications:
Associate or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
1-2 years of experience in customer support or help desk roles, ideally within the IT or electronics sector.
Strong understanding of computer hardware, software, and networking basics.
Excellent problem-solving skills and the ability to diagnose and resolve technical issues.
Exceptional communication skills, both written and verbal, with the ability to explain complex technical issues in simple terms.
Experience with eCommerce platforms and understanding of eCommerce business dynamics is a plus.
Proven track record of delivering outstanding customer service.
Ability to work independently and as part of a team in a fast-paced environment.
Familiarity with CRM systems and practices

Job Type: Full-time

Pay: $23.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance
Experience level:
1 year

Work Location: In person