Service Desk Consultant

The Service Desk Consultant at Coast Communications is a crucial role in our organization, ensuring that clients receive top-notch support to maintain and enhance their services. The right candidate will be a self-starter passionate about customer service and knowledgeable about telecommunication systems and services.

Key Responsibilities:

• Analyzing and diagnosing client queries and issues related to our services and providing prompt, efficient, and suitable solutions to maintain customer satisfaction.
• Managing inbound and outbound communications effectively, maintaining a solid understanding of our products, services, and strategies to assist clients effectively.
• Developing and maintaining a robust knowledge base, ensuring the documentation is updated and factually accurate to assist both team members and clients.
• Working closely with other team members to identify, escalate, and resolve client issues effectively and efficiently.
• Participating in the development and delivery of training programs for new staff members, and providing mentoring to others to enhance their technical skills and customer service abilities.

Qualifications:

• A Bachelor's degree in IT, Communications or related field, or equivalent work experience.
• Proven experience in a customer-facing role, ideally within the telecommunications or IT industry.
• Exceptional communication and listening skills, with the ability to communicate complex technical concepts in a clear and concise manner to a diverse customer base.
• Strong problem-solving abilities, with a proactive mindset to identify, investigate, and resolve issues promptly and effectively.
• Experience with CRM systems and high proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.

Benefits:

• Competitive pay package with attractive performance-based incentives.
• Comprehensive healthcare insurance, including medical, dental, and vision coverage.
• Generous Paid Time Off (PTO) policy, allowing for a healthy work-life balance.
• Continuous opportunities for training and development, ensuring your skills remain up-to-date and relevant in a rapidly evolving industry.
• Friendly, collaborative work environment focused on employee satisfaction and team success.

In joining our team as a Service Desk Consultant, you can expect to work in a dynamic, fast-paced environment that rewards performance and offers ample opportunities for growth. This active, hands-on role emphasizes quality customer service and team collaboration. We look forward to welcoming the right candidate to our team.