Technical Help Desk Agent

Key Responsibilities

• Provide technical support for company websites, web applications, and customer-facing digital platforms
• Troubleshoot website access issues, login failures, account management concerns, application errors, and browser compatibility problems
• Respond to customer inquiries via phone, email, chat, and support ticketing systems
• Diagnose and resolve technical issues related to software, web applications, integrations, and user configurations
• Aid customers with navigating websites, utilizing platform features, and understanding system functionality
• Document troubleshooting steps, issue resolutions, and customer interactions within the ticketing system
• Escalate complex technical issues to Application Support, Product, Engineering, or Development teams as appropriate
• Maintain a high level of customer satisfaction while meeting performance metrics

Requirements

• High school diploma or equivalent; Associate's or Bachelor's degree preferred
• 2+ years of Help Desk, Technical Support, or Service Desk experience
• Experience supporting websites, SaaS platforms, web applications, or e-commerce environments
• Working knowledge of: Web browsers and browser troubleshooting, User account administration, Password resets and access management, Windows operating systems, Microsoft Office applications, Ticketing and CRM systems
• Strong problem-solving and analytical skills
• Excellent verbal and written communication skills

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retail Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources
• $20.00/hr