Help Desk Agent - Night

ASM Research•San Antonio, TX

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. You will troubleshoot issues remotely using internal dashboards and generative AI tools, and identify opportunities to enhance systems, efficiency, and customer experience. The role involves collaborating cross-functionally and sharing best practices to strengthen the knowledge base, and continuously learning and adapting to emerging technologies. These roles are for the night shift, specifically 11 PM to 8 AM. Please note that this is a 24x7x365 help desk, so candidates will be expected to work weekend shifts and holiday work will be required on a rotating basis.

Requirements

Minimum 1 year of experience in a help desk, technical support, or customer support role
High School Diploma or equivalent
Flexibility to work a rotating schedule (evenings, weekends, and holidays as needed)
Strong written communication, analytical thinking, and multitasking skills
US Citizen with the ability to obtain a secret security clearance
IAT level I certification (A+ or Network+) or able to obtain within 3 months

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.
Work a weekend shift and holiday work will be required on a rotating basis.

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