Help Desk Representative

Position Expectations:

• Maintain healthy relationships with existing clients and ensure clients' needs are met through communication via phone, email, and face-to-face meetings.
• Collaborate with different internal departments to fulfill client requests and keep track of all processes related to their clients, utilizing the Management Tracking system.
• Respond to inquiries by helping customers with technical questions via email, online chat, phone, or in-person
• Provide information to customers by informing them about software products and services
• Walk customers through problem-solving situations by guiding them through the process of troubleshooting hardware and software as needed
• Follow up with customers by ensuring that customers are satisfied with the service bot, customer service-based, and software-based
• Communicate feedback to the appropriate internal teams/ departments by providing feedback as needed
• Troubleshoot software by using diagnostic techniques to both diagnose and resolve technical issues
• If issues aren't resolved, you must redirect them to the next level of support personnel as needed
• Keep a record of problems and their solutions, as well as the record of client behavior data, to understand their changing needs, and log it into the Management Tracking system as needed
• Participate in product presentations and demonstrations for training as needed.

*This company's products are in demand in City, County, and State Elections, as well as Courts and Clerk/ Tax offices across the country.

Must Haves:

• Demonstrated collaboration, teamwork, and problem-solving skills to achieve goals, defuse conflicts, and meet personal / team KPIs and Metrics .
• High proficiency in MS Word, EXCEL, PowerPoint, etc .
• A strong understanding of operating systems, software, and devices
• Excellent communication skills, both oral and written , including the ability to listen effectively and interact comfortably with constituents of diverse backgrounds.
• Outstanding interpersonal, negotiation, and relationship-building skills.
• Previous Help Desk or related experience with longevity reflected on your resume

Experience & Requirements:

• Minimum of 5-7 years of related experience .
• Team player, but likes to work independently
• Familiarity with cloud computing
• Network Administration experience
• Problem-solving skills
• Analytical skills
• Customer service experience
• Patience
• Possess a high level of integrity and trust.
• Memorize scripts and then make them their own to meet clients' needs and company expectations.

Compensation once hired on as a Full-Time Employee:

• Raises after a 6-month hire date, and 1 year for performance
• 401k match, medical, dental, and vision benefits
• 3 weeks of paid time off

This company has a great team and work setting with an experienced staff to support your efforts and growth long-term, if qualified.

*** You will be evaluated for this job based on how well you meet the qualifications above; Should any of these criteria be in question, candidates need not apply. ***