Technical Support Desk Agent

3 weeks ago


San Marcos, United States Staffing Future Full time

Department: Support


Reports To: VP of Support


Position Overview:


We seek an experienced Technical Support Desk agent. The ideal candidate will be proficient with Zendesk, have excellent communication and triage skills, and be able to positively navigate inter-department resources and daily work with the VP of Support and Support agents.


Key Responsibilities:


  • Oversee the daily operations of the technical support desk, ensuring timely and effective handling of Zendesk tickets.
  • Communicate directly with clients in a clear and supportive manner.
  • Triage incoming support tickets to prioritize issues based on urgency and importance.
  • Develop and implement support processes and procedures in alignment with the VP of Support's guidelines.
  • Monitor ticket trends and identify recurring issues.
  • Provide a collaborative and efficient work environment.
  • Collaborate with other departments to ensure seamless communication and resolution of customer issues.
  • Generate and analyze reports on support desk performance, providing insights and recommendations for improvements.
  • Maintain up-to-date knowledge of company products, services, and support protocols.
  • Handle escalated customer issues, ensuring satisfactory resolutions and maintaining high levels of customer satisfaction.
  • Stay informed about industry best practices, emerging technical support, and customer service trends.


Qualifications:


  • Proven experience in a technical support desk role.
  • Three years minimum experience with Zendesk or similar ticketing systems.
  • Strong problem-solving skills and the ability to triage effectively in a fast-paced setting.
  • Excellent communication and interpersonal skills.
  • Ability to motivate a team, providing clear guidance and support using direct manager's guidelines.
  • Strong organizational skills with the ability to manage multiple tasks simultaneously.
  • Proficiency in generating Zendesk reports.
  • Knowledge of staffing industry practices and trends is a plus.


Education:


  • Degree in Information Technology, Computer Science, Business Administration, or a related field, OR minimum of 5 years equivalent work experience.


What We Offer:


  • Competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and collaborative work environment.
  • The chance to be part of a forward-thinking company that values innovation and excellence.



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