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Pipeline Help Desk Technician

2 months ago

Any city, United States Gainwell Technologies LLC Full time
Summary Your role in our mission

Essential Job Functions

  • Answers help desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met.
  • Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate.
  • Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
  • Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
  • Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.
  • Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.
  • May provide leadership and work guidance to less experienced personnel.

Basic Qualifications

  • High school diploma or G.E.D.
  • Two or more years of technical training preferred
  • Four or more years of technical or customer support experience
  • Experience working with company products and operating systems
  • Experience with solving computer-related problems
  • Experience working with company escalation policy

Other Qualifications

  • Interpersonal skills for interacting with team members and clients
  • Communications skills
  • Organization skills to balance and prioritize work
  • Analytical and problem solving skills
  • Leadership skills to mentor and provide guidance to less experienced personnel
  • Ability to work in a team environment

Work Environment

  • Office environment
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