Helpdesk Support Specialist

2 weeks ago

Chandler, United States StrongMind Full time

** Helpdesk Support Specialist**

**Job Category****:** Partner Success **Requisition Number****:** PARTN001679 Showing 1 location **Job Details**

**Description**

**About You**

Your colleagues describe you as energetic, thoughtful, and customer focused. You are a fast learner, can multi-task, and prioritize responsibilities while maintaining a high level of customer service for both internal and external customers. Given your experience you can examine data analytically, showing excellent reasoning and problem-solving skills as it relates to continuous improvement. You can demonstrate willingness and the desire to work and collaborate with students, parents/guardians, and co-workers. Experience with various office productivity tools such as Slack and Zendesk are a bonus.

**The Position**

The Partner Support Specialist is responsible for providing front line technical support and customer service to inbound calls, outbound calls, and chats. In this role, you will provide troubleshooting steps to families with the goal of resolving the issue during the first call. While in this role you will be responsible for collaborating and communicating with the Tier 2 Support Associate to escalate tickets to our internal teams for further investigations.

**Essential Duties and Responsibilities:**

* Provide front line technical support to parents, students, and faculty through phone and chat

* Partner with Tier 2 Support with any tickets that require escalation to our internal teams

* Ensure accurate and timely service, respond quickly and proactively to customer requests

* Maintain individual and team service quality goals

* Ability to work from the StrongMind office during scheduled work hours

**Skills, Abilities, and Expectations:**

* The ability to communicate clearly and professionally in written and verbal form

* Maintain a high level of customer service with internal and external customers

* Excellent phone etiquette in a call center environment

* Coachable and teachable attitude

* Goal and detailed-oriented

* Dependable and strong work ethic

* Ability to navigate multiple software applications

**Education/Training Required:**

* High school diploma or higher

* Well-versed in technical support

* Experienced in a call center environment

* Have the desire and willingness to grow

**Environmental Conditions**:

* Partially enclosed office workspace

* Collaborative office environment

This Position requires to be onsite.

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

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**Education**

**Experience**

**Licenses & Certifications**

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