What are the responsibilities and job description for the Service Desk - Tier 1 Technician position at Sparkhound?
Job Description
Job Description
Description :
Technicians provide on-going support for our clients with troubleshooting various technical issues 24 / 7, 365 days a year. Our team runs on various shift schedules (day, evening and night shifts which will include weekend coverage as well) to maintain effective coverage for continuous client support. As a Technician, you will utilize both your customer service and problem-solving skills to provide an exceptional customer experience supporting multiple clients in a variety of industry verticals while working in a call-center environment. Technicians in our service desk come from all walks of life and support clients at various technical levels.
The ideal candidate will be based within driving distance of Baton Rouge, LA to enjoy the benefits of a hybrid / remote work schedule (with some commuting into the office when needs arise).
What you will do :
- Promptly address and resolve basic and advanced incidents and requests.
- Log all incidents and requests into one or more ticket entry systems.
- Engage other service desk resources and appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
- Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation.
- Handle incidents and requests with a courteous and professional attitude.
- Live out the Sparkhound culture.
- Perform other related duties as required and assigned.
Requirements :
Microsoft Office Suite (2007, 2010, 2013, or 2016)
Bonus Points
