Service Desk Specialist

About the role

The Service Desk Specialist plays a crucial role in handling complex issues and serves as a critical escalation point for urgent and/or complex issues. This position requires thorough information gathering based on the urgency and priority of each case before escalation to senior resources.

Responsibilities

• Answer customer phone calls & emails, assist customers with a variety of issues, including basic and advanced software and hardware troubleshooting
• Accurately document & record customer calls and events (Call receipt, documentation entry, tracking, follow-up, escalations and reporting, shipping and dispatch requests) in the Flash's ticketing system (Freshdesk)
• Working on escalations either assigned directly or from the queue priority
• Answering questions in Slack, both DM and in channels
• Backlog/ticket cleanup. Closing old waiting on* tickets, follow up on open dispatches.

Requirements

• Exceptional communication and soft skills
• Experience with troubleshooting methodologies and quality testing
• Prior help desk or call center experience required
• Documentation skills
• Decision-making and time management
• Experience in Support ticketing software
• Working knowledge of LAN/WAN networks
• Ability to work diligently and utilize problem-solving to fix issues and ensure functionality.
• Ability to read, write, speak, and understand the English language in a business environment.
• Comfortable with working autonomously and self-motivating
• Reliability, Accountability, Responsibility, and a team player

Qualifications

• At least 2+ years of client facing technical support experience
• High school diploma or equivalent

Benefits

• Comprehensive medical, dental, and vision insurance
• 401(k) with company match
• Paid time off and flexible work environment
• Opportunities for professional growth and development

Pay

$52,000.00 - $67,000.00/year

Schedule

Sunday-Thursday. (Hours will be: Sun 9 am-6 pm, Mon-Thursday 10 am- 7 pm)