Help Desk Support
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About The Position
We are seeking a customer service-oriented Help Desk Specialist to provide technical support to users in an efficient and accurate manner. As the firm's front liner, you will be responsible for solving basic technical problems and providing support across all assigned areas. The primary goal of this position is to ensure that customer value is maintained to the standards set forth by the company. You will be the first point of contact for customers, and your role is crucial in maintaining high levels of customer satisfaction and service quality. In this role, you will provide first-level contact and convey resolutions to customer issues. You will properly escalate unresolved queries to the next level of support and track, route, and redirect problems to the correct resources. Additionally, you will update customer data and produce activity reports, walk customers through the problem-solving process, and follow up with customers to provide feedback and ensure problems are resolved. Utilizing excellent customer service skills, you will strive to exceed customers' expectations and ensure proper recording, documentation, and closure of all issues. You will also be expected to recommend procedure modifications or improvements and preserve and grow your knowledge of help desk procedures, products, and services. This position requires a proactive approach to customer service and a commitment to continuous improvement in support processes.
