Technical Help Desk Agent

Datamark, Inc.•El Paso, TX

3d•Onsite

About The Position

Join Our Team as a Technical Help Desk Agent at DATAMARK in El Paso, Texas. We’re looking for Technical Helpdesk Agents who are passionate about helping customers and delivering high‑quality support. In this role, you’ll serve as a key point of contact for our customers, addressing questions, resolving issues, and ensuring a positive experience with every interaction. Technical Help Desk Agents provide technical support for web-based applications, websites, and digital platforms used by customers and business partners. The ideal candidate will troubleshoot website-related issues, provide guidance on platform functionality, resolve technical incidents, and collaborate with cross-functional teams to ensure a seamless user experience across multiple online products and services.

Requirements

High school diploma or equivalent; Associate's or Bachelor's degree preferred.
2+ years of Help Desk, Technical Support, or Service Desk experience.
Experience supporting websites, SaaS platforms, web applications, or e-commerce environments.
Working knowledge of: Web browsers and browser troubleshooting, User account administration, Password resets and access management, Windows operating systems, Microsoft Office applications, Ticketing and CRM systems
Strong problem-solving and analytical skills.
Excellent verbal and written communication skills.

Responsibilities

Provide technical support for company websites, web applications, and customer-facing digital platforms.
Troubleshoot website access issues, login failures, account management concerns, application errors, and browser compatibility problems.
Respond to customer inquiries via phone, email, chat, and support ticketing systems.
Diagnose and resolve technical issues related to software, web applications, integrations, and user configurations.
Assist customers with navigating websites, utilizing platform features, and understanding system functionality.
Document troubleshooting steps, issue resolutions, and customer interactions within the ticketing system.
Escalate complex technical issues to Application Support, Product, Engineering, or Development teams as appropriate.
Monitor system outages, website performance issues, and recurring technical trends to identify opportunities for improvement.
Maintain a high level of customer satisfaction while meeting performance metrics.