Service Desk Representative

Job Summary

The Service Desk Representative role at Liberator Medical provides essential support for information technologies. This role works in a dynamic, fast-paced call center environment and supports Liberator's staff.

Primary Duties And Responsibilities

• Customer Service:

  • Ensure customer satisfaction in problem resolution.
  • Track detailed information about each customer's service need in an incident management system.
  • Document diagnostic steps and communications with the customer during troubleshooting.
  • Investigate and use a knowledgebase to find the correct solution.
  • Follow-up with all customers to ensure a good experience.
  • Communicate effectively and professionally with members at all levels.
  • Perform other office work as necessary.

• Computing Information and Referral:

  • Provide general information about computing services.
  • Absorb and adhere to company policies regarding responsible use of information technologies.
  • Make accurate referrals to other service providers if needed.

• Problem Resolution:

  • Resolve customers' problems accessing Liberator networked services.
  • Gather information, diagnose needs, conduct research, and confirm access to required services or applications.
  • Work in specialized teams for Windows computing and support Apple mobile devices.

• Training:

  • Acquire and maintain knowledge of a wide range of applications and services.
  • Attend regular meetings and training activities to stay updated.

• Ancillary Duties And Responsibilities:

  • Perform other duties as assigned.

Qualifications

• High School Diploma or equivalent Information Technology training or degree in related field and/or 1-year IT work experience.

• Past work experience in a high‐traffic customer service setting.

• Excellent verbal and written communication skills.

• Knowledge of commonly used concepts, practices, and procedures for end user technical support.

• Strong customer service experience.

• Excellent phone etiquette.

• Strong problem solving and research skills.

• Experience using Microsoft applications and cloud services.

• Functional knowledge of Windows computing and iOS mobile devices.

Physical Demands

• Frequent reaching, kneeling, bending, standing, walking, sitting.
• Occasional lifting up to 45 lbs.

Work Environment

• Temperature-controlled office environment.
• Moderate noise level.
• Minimal exposure to hazards or physical risks.