What are the responsibilities and job description for the Service Desk Agent - (10:30 AM - 7:00 PM Shift) position at Starkey Hearing Technologies?
Description
At Starkey, we are in the business of connecting people and changing lives.As a world leader in the manufacturing and delivering of advanced hearing solutions, we go to work each day to ensure every person on the planet has the opportunity to hear their very best. Founded in 1967, Starkey is known for its innovative design, development and distribution of comprehensive digital hearing systems.
Headquartered in Eden Prairie, Minnesota, Starkey has more than 5,000 employees globally, operates 29 facilities and does business in more than 100 markets worldwide.
Here's a video about the people behind Starkey's groundbreaking innovation :
JOB SUMMARY DESCRIPTION
Are you ready to embark on a journey where every interaction is an opportunity to make a difference? Join our Service Desk Team and become the frontline hero in delivering exceptional technical support to our customers. As an integral member of our team, you'll play a pivotal role in ensuring the seamless operation of our IT systems while providing personalized assistance that leaves a lasting impression. If you're passionate about problem-solving, thrive in a dynamic environment, and are dedicated to delivering outstanding customer service, we want you on our team. Take the first step towards an exciting career where your skills and expertise are valued, and together, let's redefine the standard for service excellence!
JOB RESPONSIBILITIES
As an IT service desk agent, your responsibilities include :
- Providing technical assistance to customers over the phone, Teams chat, or through the ticketing system.
- Performing remote troubleshooting through diagnostic techniques and pertinent questions.
- Determining the best solution based on the issue and details provided by customers.
- Walking the customer through the problem-solving process.
- Directing unresolved issues to the next level of support personnel.
- Providing accurate information on IT products or services.
- Recording incidents and their resolution in the ticket system in detail.
- Following up and updating customer status and information.
- Passing on any feedback or suggestions by customers to the appropriate internal team.
- Identifying and suggesting possible improvements to procedures.
- Document and maintain Knowledge Base articles for both customer facing and IT facing technologies.
JOB REQUIREMENTS
Education
Experience
Knowledge / Technical Requirements
Competencies, Skills & Abilities
Salary and Other Compensation :
The annual hourly rate for this position is between $21.10 $27.76 per hour. Factors which may affect starting pay within this range may include : geography / market, skills, education, experience and other qualifications of the successful candidate.
This position is eligible for a bonus based upon performance results. There is no guarantee of payout.
Benefits : The following benefits for this position, subject to applicable eligibility requirements, include medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, short-term disability insurance, long-term disability insurance, employee assistance program, hearing aid benefits, PTO, 6 paid holidays annually, 2 floater days annually, 1 volunteer service day annually, paid paternity leave, and tuition reimbursement.
LI-CS1
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Salary : $21 - $28
