Help Desk Specialist

The Help Desk Specialist will serve as the first point of contact for our customers seeking technical assistance by phone and/or email. They will be responsible for resolving software and hardware support problems, maintaining in-depth knowledge of Reflect supported products and services and maintaining documentation, records, and procedures.

 

 


Reflect Wants You as a Help Desk Specialist.

The Job

As our full-time Help Desk Specialist, you will serve as the first point of contact for our customers seeking technical assistance by phone and/or email. You will be responsible for resolving software and hardware support problems, maintain in-depth knowledge of Reflect supported products and services and maintain documentation, records, and procedures.

  • 80% Resolve Software & Hardware Support Problems
    • Perform remote troubleshooting through diagnostic techniques and pertinent questions and determine the best solution based on the issue and details provided by the client.
    • Proactively monitor the status of ReflectView platform and use third-party support tools in order to store connectivity to the network and assist others in resolving systematic and/or operational issues for large enterprise customers.
    • Establish timeline and protocol for harder-to-solve problems and prioritize and manage multiple issues while maintaining the high level of service our customers have come to expect through adherence to SLAs and documentation standards.
  • 10% Training and Quality Improvements
    • Maintain in-depth knowledge of Reflect supported products and services.
    • Work with the Technical Support Specialists (TSS) and Software Development team to identify available Help Desk training that will enhance and improve support delivered to customer.
  • 10% Help Desk Documentation, Records, and Procedures
    • Review and update Help Desk documentation as required.
    • Review and recommend modifications to procedures with Leadership.
    • Review and update knowledge base tools within Salesforce ticketing system.

The Ideal Applicant

The ideal applicant can/is:

  • Responsible for assisting field personnel over the phone, email, or remote support session.
  • Provide technical resolution that includes but is not limited to the following: Identify, research, and resolves technical problems. Timely responds to telephone calls, emails, Salesforce tickets, and personnel requests for technical support.
  • Accurately documents, tracks, and monitor the reported problems/issues to ensure a timely resolution via Salesforce ticketing system.
  • Work closely with the Support team (Tier 2 and 3) to investigate and resolve issues.
  • Escalate important or reoccurring issues causing impact to Service Levels to the Team Leads or others as directed.
  • Work in various inbound queues and make outbound call as assigned by Salesforce.
  • Able to function independently and produce results that meet standards of quality, timeliness and acceptability.
  • Consistently meet department KPI Metrics (including Call Quality, Service Levels, Issue resolutions, Availability, Customer Call Back Compliance/Adherence, and Attendance)
  • Create and edit knowledge base solutions as necessary.
  • Complete special assignments or tasks assigned by supervisor, as determined from time to time in their sole and complete discretion.
  • Rotate between weekday and weekend shifts and emergency response tasks as required.
  • Travel as required between 0% and 10% of the time based on client or company need.

Minimum Qualifications

  • 2+ years of experience working in a Help Desk call center environment.
  • Technical degree or technical certification/certificate.
  • Demonstrated ability to effectively communicate and handle difficult situations and customers.
  • Technical support, customer service, remote troubleshooting and software support experience.
  • Intermediate-level computer skills, decision-making, analytical problem solving and interpersonal skills.
  • Good written and oral communication skills. Ability to communicate technical information verbally and written to a wide range of end-users and create knowledge articles.
  • Strong attention to detail, with a focus of rapport-building, listening, and questioning.
  • Working knowledge of Microsoft Word, Excel, Outlook, and PowerPoint.
  • Experience using Salesforce and/or knowledge of creating help desk tickets. (Preferred)
  • Ability to rotate between weekday and weekend shifts. (Required)

Competencies

  • Problem Solving/Analysis
  • Technical Capacity
  • Communication Proficiency
  • Time Management

Thank you for considering Reflect. We look forward hearing from you!


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