Service Desk Analyst

3 weeks ago

Edgewater Park, United States firstPRO, Inc Full time

firstPRO is seeking a motivated and customer-focused individual to join our client’s team as a Call Center Technical Support Specialist. This role is ideal for someone with strong customer service skills, a basic IT background, and aspirations for future leadership roles. If you have experience in a call center environment, a passion for helping others, and the ability to work independently, we encourage you to apply.


This roles is a contract to hire opportunity and has a hybrid work model which requires 1 day onsite per week. Shifts available: Tuesday- Saturday 10:30 am- 6:30 pm or Sunday- Thursday 7:00 am – 3:30 pm.


Responsibilities:

  • Provide exceptional technical support to customers, ensuring their issues are resolved quickly and effectively. Focus on delivering a positive customer experience in every interaction.
  • Assist customers with basic IT-related issues, particularly those related to Microsoft products, POS systems, registers, and Zebra handheld devices.
  • Maintain accurate and detailed records of customer interactions, troubleshooting steps, and resolutions. Utilize strong writing skills to document processes and create knowledge base articles.
  • Leverage your knowledge of Microsoft products and other relevant technologies to support customer inquiries and troubleshoot technical issues.
  • Work independently to resolve customer issues, while also contributing to team goals and initiatives. Demonstrate the ability to manage tasks and prioritize effectively.
  • Show initiative and a desire to grow within the organization, with the potential to take on managerial responsibilities in the future.


Requirements

  • Previous experience in a call center environment is highly desirable.
  • Strong interpersonal skills with a proven ability to provide excellent customer service, even in challenging situations.
  • A background in IT or technical support is a significant advantage, but we are willing to teach the technical aspects to the right candidate.
  • Experience working with POS systems, registers, or Zebra handheld devices, such as in a retail setting like Best Buy, is a plus.
  • Excellent verbal and written communication skills, with a focus on clear and concise documentation.
  • Ability to work independently, manage your own workload, and make decisions with minimal supervision.

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