What are the responsibilities and job description for the Helpdesk Technician - Hybrid position at ANDX?
About the role:
We are looking for a part-time Helpdesk technician to provide fast and useful technical assistance and support on ANDX technology products and services. This individual will solicit information about a customer’s specific issue, provide troubleshooting guidance to the user or take remediation steps remotely to solve the issue. This individual will participate in the on-going maintenance of troubleshooting procedures and knowledge base articles, ensuring that our internal procedures are documented with consistent steps based on new learnings identified while helping customers.
This position is a hybrid role. There may be occasions where the technician is required to be in the office to fulfill components of their role.
Responsibilities & Duties:
- Serve as the first point of contact for customers seeking technical assistance over the phone, email or chat, ensuring all documented service level agreements (SLAs) are met
- Perform troubleshooting through diagnostic techniques and pertinent questions, following the technical procedures found in the knowledge base and other documentation
- Determine the best solution based on the issue and details provided by customers
- Perform remote diagnostic and resolution steps or direct the customer through the remediation steps, depending on the product and situation
- Direct unresolved issues to the appropriate Tier 2 support teams via JIRA and maintain regular status updates with the customer
- Provide accurate information on products or services
- Maintain inventory information with updates based on ticket outcomes
- Record events and problems and their resolution accurately in the helpdesk
- Log time spent on all tickets in the helpdesk
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures or knowledge base articles, based on learnings while assisting customers
- Maintain a positive overall experience with the customer
Qualifications & Skills:
- Proven experience as a help desk technician or other customer support role
- Tech savvy with working knowledge of various technologies, such as computers, web-based applications, televisions, media players, and digital signage
- Ability to diagnose and resolve basic technical issues following documented procedures
- Proficiency in English and Spanish is a definite asset.
- Excellent communication and documentation skills
- Customer-oriented and patient
- Excellent time management skills and ability to adapt to changes in priorities