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Service Desk Advisor

About this role:

We’re looking for a bona-fide customer service whisperer to fill this role. The Service Desk Advisor is the frontline super pro who receives and resolves customer issues both from inbound calls and tickets.  Besides having a the patience of a saint and knack for problem resolution, the primary responsibility of this role includes providing customers with information and a myriad of services, restoring their product service, and escalating tickets to a higher level of support if needed.

 

What you would do in this role:

  • Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
  • Answer inbound service calls in a timely and professional manner, providing customer with highest level of customer service.
  • Quickly learn PowerDMS and maintain product knowledge by reviewing updated manuals and feature reviews.
  • Perform and exhaust all necessary research utilizing resources available prior to escalating.
  • Maintain customer records up to date on a per contact basis.
  • Contribute knowledge to solutions database on a routine basis.
  • Collaborate with other Support Analysts and Support Engineers to identify high priority issues and engage the Service Delivery, Software Engineering and Quality Engineering teams.
  • Create and assist in the maintenance of knowledge base articles by alerting supervisors when changes are required.
  • Identify opportunities for end user education and/or application improvements and communicate them to the appropriate department.
  • Other tasks as assigned.  (This position will evolve as we grow!)

  

What you need to know/have for this role:

  • 1+ year work experience in software support, preferably at a SaaS company.
  • 3 - 5 years of experience with Windows workstation operating systems (Windows 7 &  Windows 8).
  • Expertise working with CRM systems, Salesforce preferred.
  • A cheery disposition :)
  • An unbridled passion for superior customer service and teamwork.
  • Keen ability to multi-task in a fast-paced and high-workload environment
  • Superior listening skills and ability to empathize with strong attention to detail when communicating with customers, both verbally and in writing.
  • ITIL & HDI knowledge is a big plus.
  • Ability to roll with an ever changing environment.

 

Physical/Mental Demands:
While performing the duties of this position, the employee is frequently required to walk, stand, bend, kneel, stoop, communicate, reach and manipulate objects. The position requires mobility. Duties involve moving materials weighing up to 10 pounds on a regular basis such as files, books, office equipment, etc., and may infrequently require moving materials weighing up to 30 pounds. Manual dexterity and coordination are required while operating equipment such as computer keyboard, calculator, and standard office equipment. Specific vision abilities required by the job include close vision and the ability to adjust focus.

 

Working Conditions:
The work environment characteristics described here are representative of those an employee encounters while performing the essential job functions of this job. Usual office working conditions: noise level in the work area is typical of most open-workspace office environments (with telephones, personal interruptions, and background noises) and of non-typical workspace environments (with music, cheering/clapping, loud laughter, and bell-ringing/horn blowing).

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What we offer:
A competitive salary; employer-paid medical and dental insurance for the employee; company-paid short and long term disability benefits and insurance policy; optional Life, AD&D, and Supplemental Insurance; Health Savings and Flexible Spending account options; Unlimited Paid Time Off plan; career development and mentoring; casual dress code every day; snack-stocked kitchen; flexible work schedules; employee engagement and reward programs; and a relaxed, flexible work environment that fosters a balance between hard work and fun. 

 

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