Customer Support and Account Representative

Job Summary:

The Service Desk Agent serves as the first point of contact for users contacting the IT Service Desk. The role requires providing high-quality customer service, answering calls, tracking information, and using knowledge base tools to resolve issues promptly. The Service Desk Agent is focused on achieving high levels of first-call resolution, streamlining processes, and delivering best-in-class support.

Key Responsibilities:

†Demonstrate strong customer service skills by providing phone support:

Listen to customers to gain accurate understanding of their situation.

Exhibit empathy and urgency to resolve issues effectively.

Document client, problem, and incident details accurately.

Manage conflict resolution professionally.

†Deliver high-quality end-user technical support related to enterprise software and hardware.

†Perform tasks such as assessment, triage, research, training/education, and resolution of incidents and requests regarding application software products and infrastructure components in a fast-paced, 24/7 environment.

†Provide after-hours and weekend support under general oversight when required.

†Demonstrate attention to detail, teamwork focus, follow-through, and a positive attitude.

†Apply technology knowledge to support existing systems and provide client support professionally, via phone, online chat, or in person.

†Create positive customer support experiences by building rapport and trust with users through professional communication and timely resolution or escalation of issues.

†Investigate, diagnose, and resolve hardware/software problems.

†Install, modify, run diagnostic programs, clean up, and repair computer hardware/peripherals and software.

Required Qualifications:

†Excellent customer service and communication skills.

†Two to five years of proven, qualified related work experience in a comparable complex, high-tech, and fast-paced work environment.

†High school diploma or GED with relevant work experience.

†Ability to diagnose problems in complex environments and provide effective solutions quickly.

†Self-motivated with the ability to work on own initiative under pressure.

†Flexibility to work variable shifts, including evenings, weekends, and public holidays.

Preferred Qualifications: â€

Work experience in a technical support role (not required).

Education: Bachelors Degree