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