- Provides Level 1 technical support via telephone to clinical and business end-users experiencing issues with connectivity, telephony, software, hardware, peripherals, and smart devices.
- Leverages the IT ticketing system to document end-user issue, research knowledge base articles, and document troubleshooting steps performed to resolve the issue or reassign the ticket to a Level 2 team.
- Communicating with customers via phone, email, and chat
- Managing a case load of approximately 40-50 calls per day
- Assisting customers with basic software questions and routine requests
- Identifying major customer issues and following appropriate escalation procedures
- Utilizing basic troubleshooting skills and providing thorough documentation of customer issues for the Client Services team
- Coordinating with teams across the business to relay information
- Meeting or exceeding established department productivity and quality standards
- Makes recommendations for updates to the KB database
- Analyze incidents and service requests for correct prioritization, classification and providing initial support
- Escalating incidents, requests, and problems as necessary per established escalation policies
- 1-2 years of experience with Service Desk / Helpdesk
- Maturing level of analytical ability to find solutions to increasingly difficult technical or administrative problems
- Strong customer service, communication, and follow-up skills
- Ability to work independently and in a dynamic environment
- Focus on superior outcomes, and calibrate work processes for outstanding results
- The compensation for this role is $20.00 $25.00 per hour
- This is a hybrid opportunity in Plano, TX; Costa Mesa, CA; or Eau Claire, WI.
- Unparalleled support to grow your career
- A culture that celebrates success and diversity
- Benefits and perks for you, your family and even your pets
- Medical, Dental, Vision, and paid time off for full-time positions
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Service Desk Agent - Plano, United States - Smile Brands
Description
OverviewSmile Brands is a dominant player in the dental space and we are seeking a Service Desk agent to join our team A highly motivated team member that wants to help support the company's mission of providing Smiles for Everyone. An ideal candidate would need to be able to work in a fast-paced, service desk environment and have excellent communication and documentation skills. This person would be working closely with Smile Brands users and vendors to provide a wide array of service desk services. This position provides software and network support, training, and troubleshooting to solve technology issues. The Serviced Desk agent responds to user requests in a timely manner to determine the nature and extent of support needed and offers solutions. You should keep our end users at the center of everything that you do, building lifelong trust, foster open collaboration and constructive dialogue with everyone around you. As well as continuously innovate new solutions, influencing and responding to change. This is a hybrid opportunity in Plano, TX; Costa Mesa, CA; or Eau Claire, WI.
Schedule (days/hours)
Monday - Friday (occasional on-call)
Responsibilities
Smile Brands Inc. and all Affiliates are Equal Opportunity Employers. We celebrate diversity and are committed to providing an inclusive workplace for all employees. We are proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, creed, gender (including gender identity and gender expression), religion, marital status, registered domestic partner status, age, national origin, ancestry, physical or mental disability, sex (including pregnancy, childbirth, breastfeeding or related medical condition), protected hair style and texture (The CROWN Act), genetic information, sexual orientation, military and veteran status, or any other consideration made unlawful by federal, state, or local laws. If you would like to request an accommodation due to a disability, please contact us at
