CUSTOMER SERVICE DESK – TIER 1

By | June 12, 2019

Job brief
Busy and growing software developer is looking for a customer service oriented Help Desk specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to ensure long-term retention of customers by resolving their questions and issues in a way that makes them feel supported and valued, and which improves their user experience and knowledge of the software.

Responsibilities
• Provide first level contact and convey resolutions to customer issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Maintain records of work done for billing and internal purposes
• Walk customers through problem solving process
• Follow up with customers, provide feedback and see problems through to resolution
• Provide recommended procedure modifications or improvements to users
• Employ excellent customer service skills and exceed customers’ expectations
• Ensure proper recording, documentation and closure
• Preserve and grow your knowledge of help desk procedures, products and services

Requirements
• Customer service attitude
• Proficiency in written and spoken English
• Ability to type 35WPM while speaking with customer
• Strong client-facing and communication skills
• Good troubleshooting and multi-tasking skills
• Working experience in providing help desk support
• Working knowledge of help desk software, databases and remote control
• Basic knowledge of bookkeeping principles would be an asset

Salary Range $40,000 – $50,000 depending on qualifications and experience.
Region British Columbia, Lower Mainland area