Help Desk Agent - Day

ASM Research • San Antonio, TX

8h • Remote

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. Collaboration cross-functionally and sharing best practices to strengthen the knowledge base are also key, as is continuously learning and adapting to emerging technologies. Please note this is a 24x7x365 help desk, so working weekends and holidays may be required.

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 citizenship with eligibility 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees