Associate Help Desk Technician Job at Gainwell Technologies LLC
Summary
Office environment
Your role in our mission
- Answers help desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met.
- Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate.
- Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
- Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
- Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.
- Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.
- May provide leadership and work guidance to less experienced personnel.
What we're looking for
- High school diploma or G.E.D.
- Two or more years of technical training preferred
- Four or more years of technical or customer support experience
- Experience working with company products and operating systems
- Experience with solving computer-related problems
- Experience working with company escalation policy
What you should expect in this role
- Interpersonal skills for interacting with team members and clients
- Communications skills
- Organization skills to balance and prioritize work
- Analytical and problem solving skills
- Leadership skills to mentor and provide guidance to less experienced personnel
- Ability to work in a team environment
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