This Help Desk Support role assists the Help Desk manager, aiming to improve customer satisfaction by resolving simple tasks in real-time and properly triaging advanced support calls. The position is based in the main office and involves a variety of challenges within a Managed Service Provider environment.
Responsibilities
Answer phones and emails to gather descriptive details relating to customer’s problems or requests
Clarify data from support tickets entered directly into the system by clients
Utilize Remote Monitoring/Management and ticketing software
Resolve basic problems and/or triage tickets to the proper level of support
Provide a professional and helpful image to clientele
Develop a time management conscience that allows the least downtime for a client
Work with the team to maximize internal profits
Keep management informed of customer satisfaction or relationship concerns
Look for and develop methods that drive efficiency in internal processes
Document all appropriate activities for billing purposes
Effectively interact with team members to share knowledge and ideas or seek assistance
Demonstrate an attitude that is motivated towards the company goals
Set high standards of excellence for yourself
Possess work habits and produce results such that only moderate supervision is required
Requirements
Uses customer-oriented telephone/email etiquette
Greets callers, establishes rapport, use professional tone
Excellent verbal and written communication skills
Positive communication habits (listening, respectful, understanding)
Patience to extract information from non-technical people
Ensures the customer receives a superior service
Eagerness to help others who may not function without assistance
Working knowledge of computers, phones, software in a business environment
Ability to multitask and switch gears quickly
Problem solver; sorts through complex issues and conducts analysis of multiple solutions
Is able to see patterns/trends between different customer requests
Resourcefulness: use internal Knowledge Base and Google Searching
Adhere to in-place Client Service Level Agreements
Work efficiently without sacrificing work quality
Associate's Degree with the CompTIA A+ Certification or Bachelor's with career experience
Able to provide problem diagnostics and resolutions for a variety of technical environments
Millions of jobs, with real people getting hired every day
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Tailored applications submitted
Grasps technical concepts quickly
Understand the process needed to troubleshoot technical issues in hardware/software
Workstation administration/maintenance
Working knowledge of Windows 7/8/10, Server 2008/2012, Active Directory, Office Suite
Ability to learn or have prior experience with Securence Hosted Exchange, Sonicwall Firewalls and Syslog, Connectwise Software, Labtech Remote Monitoring & Management Software, AllWorx IP Phones
Able to communicate and work with vendor tech support
Working knowledge of how to detect/remove malware infections
Understand the benefits of disk imaging
Understand the difference/detect phishing, scams, malicious intent
Understand terms, acronyms and aberrations within the IT Industry
Understand how a technology malfunction could impact the client’s core business function
Understand your limits and escalate before time is wasted
Could entail driving to work at client offices within Chicagoland or NW Indiana area
Available to work after hours and on weekends in an “on call emergency basis”
Important Details
Schedule: after hours or weekend work may be requested depending on circumstances
About the Company
Heritage Technology Solutions is a privately held business for the past 30 years, offering expertise in Helpdesk, Network Operations Control, Project Management, and Vendor Management as a Managed Service Provider (MSP). They have relationships with top industry manufacturers, vendors, and distributors.
