
Help Desk Professional
1 day ago
As a help desk professional, you will be responsible for providing exceptional customer service and support to our customers. You will be working closely with our team to ensure that all customer inquiries are resolved efficiently and effectively.
Key Responsibilities:
- Ticket Management: Manage and prioritize customer inquiries in a timely manner.
- Communication: Communicate with customers via phone, email, or chat to provide support and answer questions.
- Issue Resolution: Diagnose and resolve basic software issues and user errors following established procedures. Escalate complex issues to higher-level support or relevant departments as needed.
- Knowledge Update: Maintain up-to-date knowledge of our SaaS products and support documentation.
- Performance Metrics: Meet or exceed performance metrics, including response times, resolution times, and customer satisfaction scores.
- Education: High school diploma or equivalent required; Associate's degree or higher in a related field preferred.
- Experience: Previous experience in customer support or a related role is a plus, especially in a SaaS or tech environment.
- Skills: Excellent communication skills, both written and verbal. Basic troubleshooting skills and the ability to learn new software quickly. Proficiency in using support ticketing systems and CRM tools.
- Attributes: Patient, empathetic, and able to handle customer inquiries with professionalism. Ability to work independently and as part of a team in a fast-paced environment.
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