Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. SummaryYour role in our missionEssential Job Functions 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 forBasic Qualifications