Help Desk Analyst

Support | Full Time | Distributed

About Us:

LinenMaster provides cloud-based linen management software and distribution solutions that serve the Healthcare, Hospitality, and Food & Beverage industries. We are an industry leader with a strong commitment to investing in our SaaS (software as a service) products and growing our team to meet the needs of our rapidly expanding customer base. We have been satisfying our customers for over 25 years through innovation and creative problem solving. We offer a 100% remote team environment.

Role:

The primary responsibility of a Help Desk Analyst is to diagnose and resolve client issues as they pertain to the entirety of LinenMaster’s product offerings (software, hardware, and application related). Help Desk Analysts work from a professional, remote setting where they solve issues virtually. While Help Desk Analysts typically work with customers from a remote environment, the rare need to travel for client on-site visits or tradeshows may be necessary.

Help Desk Analysts are critical thinkers and problem solvers. This role also requires the ability to work well with others (teamwork and collaboration), and a passion for customer service.

Help Desk Analysts work within a team of other analysts under the supervision of the Help Desk Manager.

Primary Responsibilities:

- Problem solving:

• Solve client issues for all LinenMaster products and offerings (via phone, email, live chat, remote sessions, etc.)
• Use critical thinking and creative problem solving to resolve issues as quickly and efficiently as possible
• Understand resources (such as our Knowledge Library) and provide relevant articles to clients
• Work with team members to leverage company expertise in solving complex issues

- Time management and organization

• Answer, evaluate, and prioritize incoming telephone, voicemail, email, and (rarely) in person requests for assistance from users experiencing technical problems
• Schedule and coordinate meetings
• Keep all relevant calendars updated
• Manage cases in queue to ensure timely communication and resolution
• Maintain organized cases with relevant notes, documents, emails, and supporting information in accordance with company policy
• Effectively motivate clients to cooperate in case resolution (proactive vs reactive)

- Communication

• Maintain exceptional written and verbal communication skills
• Effectively communicate resolutions to clients in a digestible and understandable formats
• Communicate to all internal and external parties professionally
• Provide proactive responses and communication vs reactive responses (be a “go-getter)

- Client Success

• Go above and beyond to ensure support cases are resolved completely, effectively, and efficiently
• Genuinely care about the success of all LinenMaster clients
• Partner with clients, colleagues, and vendors to create mutually beneficial relationships

Requirements:

• Bachelor’s degree from an accredited college or university, or equivalent experience
• 5+ years overall combined experience in software support and customer service
• Excellent written and verbal communication skills
• Laundry industry and/or cloud-based software experience preferred
• Proficiency in standard business and software, including Office products and Salesforce
• Willingness and space to work productively in a home office environment
• Be an exceptional team player with all LinenMaster staff
• Intrinsic motivation to maintain superior client experiences
• Adherence to company Information Security Policies
• Available to travel to occasional on-site projects
• Ability to operate telephone switchboard to answer, screen, route calls, and relay messages; multiple lines

Perks:

• Creativity: Lead creative and challenging projects
• Growth Opportunities: Be part of a growing team with mentorship and support to aid your professional growth
• Culture: Strong core business values with a focus on teamwork in a dynamic environment
• Distributed: Working from home offers the time and cost benefits of no commute and the ability to work from anywhere your personal life might take you
• Recognition: Employee and peer to peer rewards programs

At LinenMaster, we treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. LinenMaster reserves the right to add to or change this list at any time. Not all roles and responsibilities may be listed within this document.

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Hours are Monday-Friday 8AM TO 5PM PST (Pacific Time Zone). Some holidays and after hours work is required based on the company schedule. On-call emergency support schedule is also something this role will participate in. Does this work for you?

Education:

• Associate (Preferred)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: Remote

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