Service Desk Specialist

Flash•Austin, TX

11h•$52,000 - $67,000•Hybrid

About The Position

Help us change the way the world parks Parking isn’t just about spaces – it’s about creating seamless experiences, sustainable solutions, and smarter cities. At Flash, we’re not just thinking about today’s parking challenges; we’re actively shaping the future of parking + charging. Join us in transforming the way the world parks. Flash is looking for a Service Desk Specialist . The Service Desk Specialist is essential for handling complex issues, serving as a critical escalation point for urgent and/or complex issues. This role requires thorough information gathering based on the urgency and priority of each case before escalation to senior resources. The Service Desk Specialist candidate will be successful in this role if they have a technical and inquisitive nature, a strong sense of teamwork, and a desire to help resolve problems. This person is customer-service oriented with a strong sense of urgency and is comfortable in a fast-paced environment. At Flash, we empower our employees to innovate, collaborate, and solve impactful challenges. As part of our Engineering team, you’ll work with cutting-edge technologies, drive meaningful product improvements, and contribute to a customer-first culture in a dynamic, fast-growing company!

Requirements

Exceptional communication and soft skills
Experience with troubleshooting methodologies and quality testing
Prior help desk or call center experience required
Documentation skills
Decision-making and time management
Experience in Support ticketing software
Working knowledge of LAN/WAN networks
Ability to work diligently and utilize problem-solving to fix issues and ensure functionality.
Ability to read, write, speak, and understand the English language in a business environment.
Comfortable with working autonomously and self-motivating
Reliability, Accountability, Responsibility, and a team player
At least 2+ years of client facing technical support experienceAt least 2+ years of client-facing technical support experience
High school diploma or equivalent

Responsibilities

Answer customer phone calls & emails, assist customers with a variety of issues, including basic and advanced software and hardware troubleshooting
Accurately document & record customer calls and events (Call receipt, documentation entry, tracking, follow-up, escalations and reporting, shipping and dispatch requests) in the Flash's ticketing system (Freshdesk)
Working Escalations either assigned directly or from the queue priority
Answering questions in Slack, both DM and in channels
Backlog/ticket cleanup. Closing old waiting on tickets, follow up on open dispatches.