Jobs

    Help Desk Analyst - Michigan, United States - REKRUITD

    REKRUITD
    REKRUITD Michigan, United States

    2 weeks ago

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    Description

    Help Desk Analyst III provides a high level of customer service and technical support to customers to help the customer overcome issues related to Point-of-Sale or IT Equipment. Daily, Help Desk Analyst III's will guide customers through troubleshooting and self-help methods with the aid of resources and documentation. This position may also monitor, document, and follow-up on these processes to ensure that customers are satisfied. Help Desk Analyst III will provide mentoring and coaching to customer support analysts. This position is fully remote.

    Responsibilities:

    • Provides Tier 1 and 2 hardware and software technical support for a variety of platforms for multiple retail and hospitality customers
    • Responsible for creating, tracking and maintaining call logs in Salesforce Service Cloud
    • Document, update and close tickets according to defined service level agreement requirements.
    • Handle Internal and/or 3rd Party Orders and Escalations to Customer or vendors
    • Provide exceptional customer service to internal and external customers
    • Accept internal escalations from Help Desk Analysts'
    • Determines when to escalate technical issues requiring more specialized attention to Lead or Managers
    • Communicate potential issues and trends with Customers or Personnel to Lead or Managers
    • Evaluate process and procedures and come up with possible solutions for increased efficiency
    • Provide mentoring and coaching to Help Desk Analyst's
    • Ensure team meets External Service Level Agreements

    Requirements & Qualifications:

    • Associates degree and/or equivalent technical training
    • 3-5+ years of customer service and relevant POS technical support experience
    • Demonstrated ability to solve problems to resolution
    • Excellent written and verbal communication skills
    • Experience using Point of Sale (POS) systems in either a retail or hospitality environment a plus
    • Ability to multi-task, prioritize, and manage time effectively
    • Willingness and availability to work in a 24/7/365 work environment
    • Intermediate MS Office skills (Word, Excel, Outlook)

    *** No Sponsorship at this time.

    Salary range - $47,000 - $52,000 + AMAZING BENEFITS