Help Desk Representative I
About The Position
Nex-Tech is hiring a Help Desk Representative I to provide front-line technical support to customers and troubleshoot service-related issues. The role focuses on efficient issue resolution and delivering excellent customer experiences in a fast-paced environment. It is intended for someone who enjoys helping others and learning technical systems. The representative supports customers by phone, email, and chat; follows troubleshooting processes; escalates complex issues to higher-level technical staff; maintains customer records and service tickets; submits service orders; and tracks issue resolution. The role also involves staying informed about company services, pricing, and technology, and supporting team service goals and performance standards.
Requirements
- Basic knowledge of computers, networking, and technology.
- Strong customer service and communication skills.
- Ability to troubleshoot and problem-solve.
- Ability to manage multiple tasks and priorities.
- Attention to detail and strong documentation skills.
- Ability to work independently and as part of a team.
- High school diploma or equivalent.
- Experience in customer service or technical support.
Responsibilities
- Assist customers with troubleshooting and resolving technical issues.
- Provide support via phone, email, and chat.
- Follow troubleshooting processes to diagnose and resolve issues.
- Escalate complex issues to higher-level technical staff as needed.
- Enter and maintain accurate customer records and service tickets.
- Submit service orders and track issue resolution.
- Stay informed on company services, pricing, and technology.
- Support team service goals and performance standards.
- Deliver exceptional customer service in every interaction.
Benefits
- 401(k) with a 4% flat company contribution and up to 6% match.
- Health, vision, and dental coverage.
- Paid vacation and sick leave.
- Free Nex-Tech Internet and service discounts.
- Performance-based increases and profit-sharing.
- Training and career development.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
