Help Desk Agent II - Swing

ASM Research • San Antonio, TX

8d

About The Position

As a valued member of the Enterprise AI Support team, you will:

Provide world-class support through customer tickets, ensuring timely and
accurate resolutions.
Troubleshoot issues remotely using internal dashboards and generative AI
tools.
Identify opportunities to enhance systems, efficiency, and customer
experience.
Collaborate cross-functionally and share best practices to strengthen the
knowledge base.
Continuously learn and adapt to emerging technologies.
Hours are 3P-12A Tues-Sat or Sun-Thurs. Please note that this is a 24x7x365
help desk so agents will be required to work holidays on a rotating basis.

Requirements

• Minimum 4 years of experience in a help desk, technical support, or customer support role
• Associates degree required, may consider additional years of experience in lieu of degree
• Flexibility to work a rotating schedule (evenings, weekends, and holidays as needed)
• Strong written communication, analytical thinking, and multitasking skills
• US citizen with ability to obtain a secret security clearance
• IAT level I certification (A+ or Network+)
• Analytical and solution-oriented mindset
• Excellent communication and interpersonal skills
• Adaptability and flexibility in a fast-paced environment
• High attention to detail and precision in troubleshooting
• Team player who thrives in a collaborative, high-performing environment

Nice To Haves

• Technical or customer support experience in a digital or SaaS environment
• Proficiency with Salesforce, Datadog, Notion, Stripe, or Retool
• Familiarity with SQL, Splunk, Domains, Chrome Developer Tools, and JSON
• Post-secondary education in Technology, Computer Science, or a related field an asset
• Tech-savvy, with the ability to learn and apply new tools quickly
• Excellent problem-solving and decision-making abilities

Responsibilities

• Provide world-class support through customer tickets, ensuring timely and accurate resolutions.
• Troubleshoot issues remotely using internal dashboards and generative AI tools.
• Identify opportunities to enhance systems, efficiency, and customer experience.
• Collaborate cross-functionally and share best practices to strengthen the knowledge base.
• Continuously learn and adapt to emerging technologies.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees