Technical Support Desk Agent

Department: Support

Reports To: VP of Support

Position Overview:

We seek an experienced Technical Support Desk agent. The ideal candidate will be proficient with Zendesk, have excellent communication and triage skills, and be able to positively navigate inter-department resources and daily work with the VP of Support and Support agents.

Key Responsibilities:

• Oversee the daily operations of the technical support desk, ensuring timely and effective handling of Zendesk tickets.
• Communicate directly with clients in a clear and supportive manner.
• Triage incoming support tickets to prioritize issues based on urgency and importance.
• Develop and implement support processes and procedures in alignment with the VP of Support's guidelines.
• Monitor ticket trends and identify recurring issues.
• Provide a collaborative and efficient work environment.
• Collaborate with other departments to ensure seamless communication and resolution of customer issues.
• Generate and analyze reports on support desk performance, providing insights and recommendations for improvements.
• Maintain up-to-date knowledge of company products, services, and support protocols.
• Handle escalated customer issues, ensuring satisfactory resolutions and maintaining high levels of customer satisfaction.
• Stay informed about industry best practices, emerging technical support, and customer service trends.

Qualifications:

• Proven experience in a technical support desk role.
• Three years minimum experience with Zendesk or similar ticketing systems.
• Strong problem-solving skills and the ability to triage effectively in a fast-paced setting.
• Excellent communication and interpersonal skills.
• Ability to motivate a team, providing clear guidance and support using direct manager's guidelines.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Proficiency in generating Zendesk reports.
• Knowledge of staffing industry practices and trends is a plus.

Education:

• Degree in Information Technology, Computer Science, Business Administration, or a related field, OR minimum of 5 years equivalent work experience.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A dynamic and collaborative work environment.
• The chance to be part of a forward-thinking company that values innovation and excellence.