Specialist, R1 Help Desk Support

Primary Responsibilities/Essential Functions

• Act as the primary point of contact between clients and development team
• Collaborate with implementation team and clients to train and support users
• Absorb clients with setup, configuration, and troubleshooting of programs
• Absorb SOP team in providing best practices for processes
• Create and maintain Tickets for software bugs, tasks, and feature requests
• Ensure that support SLAs are met with clients

Qualifications

• A minimum of 2 years of professional work experience in a software applications industry
• Demonstrate strong oral and written communication skills including the ability to communicate technical information to both technical and non-technical audiences
• Manage client communication via multiple channels such as Outlook, Slack, and phone
• Manage time and energy for efficient support
• Learn and understand our proprietary in-depth software
• Be adaptable and effectively handle changes in priorities and assignments
• Be detail oriented and adhere to processes
• Take issues and troubleshoot effectively
• Strong Critical Thinking skills required
• Strong working knowledge of Excel preferred
• Previous experience in an operations or logistics environment is a plus
• Experience with Jira Service Desk or similar ITSM preferred
• Must be self-motivated, organized, and able to take initiative