For over 30 years, Zoot Enterprises has been a global provider of advanced origination, acquisition, and decision management solutions. Our customer-centric tools and services enable Zoot's clients to add value and differentiation, while providing nimble, scalable solutions for specific business objectives. A leader in the fintech industry, Zoot provides a cloud based secure processing environment that delivers millisecond real-time decisions --accessing hundreds of cutting edge data sources to help reduce risk and increase conversions.
This role is a great entry-level positions to provide an introduction to the Company and software products. The Service Desk Technician position acts as the first responder to internal and external client inquiries about products and services and will provide technical assistance to computer system users while handling and resolving issues, also facilitating issue resolution and tracking, while keeping the client informed of progress. The Service Desk provides support 24 hours a day, 7 days a week, 365 days per year. Varied work schedules are required to provide this level of support. An identified shift could include week days, weekends and/or a rotating afternoon and overnight shifts.
Tier 1 provides the first line of defense for support questions and issues including:

• Timely communication to all client inquiries.
• Initial research and prioritization of new requests.
• Keeps users informed about the status of their incident/inquiry.
• 24/7/365 Support – answering phone, opening tickets, monitoring systems.
• Provide excellent customer service.
• Immediate response and resolution to documented processes and procedures.

Essential Job Functions

• Confer with clients by telephone, email, or in person to provide information about products and services, answer user inquiries regarding computer software or hardware, investigate and troubleshoot software or hardware problems, or obtain details of client complaints.
• Create, maintain, and track records of client interactions and transactions, recording details of inquiries, complaints, comments, research findings, and actions taken.
• Check to ensure that appropriate actions were taken to resolve clients' problems in a timely fashion and follow up with the clients directly regarding the status or resolution of their issues.
• Refer unresolved client issues to designated person(s) for further investigation.
• Respond appropriately and in a timely fashion to system pages.
• Assist in production issues by researching issues, notifying impacted clients, and escalating as appropriate.
• Contact appropriate vendors for Root Cause Analysis (RCA).
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
• Ability and discipline to recognize and follow documented procedures to address an issue.
• Utilize and maintain internal support documentation.
• Confer with users, management, and other team members to establish requirements for new systems or modifications ensuring clients’ priorities are being addressed accurately and common procedures are automated when possible.
• Research common errors and develop solutions with an eye toward continuous improvement.
• Maintain internal and external client contact lists.
• Assist, advise, mentor, or train others in Technical Support Group, as needed, to ensure business needs are met.
• Achieve a service-focused culture with emphasis on delivering on-time, high-quality products and services to internal and external clients.
• Pursuit and accumulation of Zoot system knowledge and industry standard technology.
• Compliance with and knowledge of Zoot’s Policies and Procedures, Code of Business Conduct, and Employee Agreement.
• Achieve a service-focused culture with emphasis on delivering on-time, high-quality products and services to internal and external customers.
• Other duties as assigned – it is understood that this list of major duties and responsibilities is not an inclusive list and that other duties and responsibilities, which may include helping others in the same or different departments, may be assigned by supervision.

Education, Training, And Experience RequirementsThis position requires:
☒ High School Diploma
☒ Associates Degree Computer Science, Information Technology, or related field preferred.
☒ Bachelor Degree Computer Science, Information Technology, or related field preferred.
☒ Years of Experience 1 years of previous customer service or support experience preferred.
Or, an equal combination of education and experience.
Physical Requirements:

• All positions at Zoot require the ability to move about inside an office environment which includes the operation of computers and other office productivity machinery and frequently communicates with other employees, clients, vendors, and visitors.
• This position specifically requires long periods of sitting at a computer workstation.

Working Conditions

• This position will take place primarily in an office setting.
• This position will require travel 0% of the time.
• The Service Desk Technician position is fast paced and requires regular management of changing priorities.
• Varying shifts may require overnight or weekend work.

Other Duties

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job which may include helping others in the same or different departments, may be assigned by supervision. Duties, responsibilities and activities may change at any time with or without notice.