Service Desk Consultant

Job Overview

We are seeking a dedicated and customer-focused Service Desk Consultant to join our team at Vyve Broadband. This is a FULL_TIME position based in Los Angeles, California, United States.

Founded in 2012, Vyve Broadband is a leading provider of broadband, fibre connectivity, cable television, and voice services for both residential and commercial customers. As a Service Desk Consultant, you will be the first point of contact for our customers, providing essential technical support and ensuring a positive customer experience. The ideal candidate will possess excellent communication skills and a passion for solving technical problems in a dynamic and fast-paced environment.

Responsibilities

As a Service Desk Consultant, your primary duties will include:
* Providing first-line technical support to customers via telephone, email, and online chat for issues related to internet, television, and voice services.
* Diagnosing, troubleshooting, and resolving technical hardware and software issues effectively and efficiently.
* Accurately logging all customer interactions and incident details within our service management system.
* Escalating unresolved queries to the next level of support personnel in a timely manner.
* Guiding customers through step-by-step solutions with a clear, patient, and professional approach.
* Contributing to our knowledge base by documenting resolutions and creating helpful support articles.
* Striving to meet and exceed individual and team performance targets and service level agreements (SLAs).
* Maintaining a high degree of customer service for all support queries and adhering to all service management principles.

Qualifications

The ideal candidate should possess the following skills and qualifications:

Essential:
* Proven experience in a technical support or service desk role.
* Excellent verbal and written communication skills, with the ability to explain complex technical issues to a non-technical audience.
* Strong analytical and problem-solving capabilities.
* Experience with troubleshooting network connectivity, including routers and modems.
* A strong customer-focused attitude and a commitment to providing outstanding service.
* Proficiency in using helpdesk software and remote support tools.
* The ability to work independently and collaboratively within a team environment.

Desirable:
* Previous experience within the telecommunications or internet service provider (ISP) industry.
* Knowledge of fibre optic, digital television, and VoIP technologies.
* A relevant technical qualification or certification (e.g., CompTIA A+, Network+).

Benefits

Vyve Broadband is committed to investing in our employees and offers a competitive salary and benefits package. We believe in fostering a supportive and collaborative work environment where you can develop your skills and grow your career. Further details on our benefits will be provided during the interview stage.