Service Desk Specialist

2 weeks ago

Austin, Texas, United States FLASH Inc Full time
Join FLASH Inc. as a Service Desk Specialist

At FLASH Inc., we are revolutionizing urban mobility and parking. We provide innovative, scalable solutions that enhance mobility, reduce congestion, and improve the overall parking experience. Our comprehensive platform integrates hardware, software, and mobile applications to deliver seamless and efficient parking management. We are looking for a customer-service oriented person with a strong sense of urgency and is comfortable in a fast-paced environment for a Service Desk Specialist position. Are you technical and inquisitive by nature? Do you have a strong desire to help resolve problems and enjoy working as part of a team? This may be the perfect role for you A successful Service Desk Specialist also possesses strong documentation skills and is comfortable switching gears and operating within multiple systems.

The Service Desk Specialist is essential for handling complex issues that exceed the capabilities of Level 1 Specialists, serving as a critical escalation point for urgent and/or more complex issues. This role requires thorough information gathering based on the urgency and priority of each case before escalation to senior resources. Specialists participate in on-call and after-hours rotations to ensure continuous support. The position demands strong problem-solving skills, excellent communication, and a proven ability to manage high-pressure situations efficiently.

Key Responsibilities:

• Answer customer phone calls & emails, assist customers with a variety of issues including basic and advanced software and hardware troubleshooting
• Accurately document & record customer calls and events (Call receipt, documentation entry, tracking, follow-up, escalations and reporting, shipping and dispatch requests) in Flash ticketing system (Freshdesk)
• Working Escalations either assigned directly or from queue priority
• Advanced troubleshooting and bug investigation with JIRA write up and tracking
• Answering questions in Slack, both DM and in channels
• Backlog/ticket cleanup. Closing old waiting on* tickets, follow up on open dispatches.

Requirements:

• Prior help desk or call center experience required
• Experience with troubleshooting methodologies and quality testing
• Experience in support ticketing software, Jira and Freshdesk preferred
• Working knowledge of LAN/WAN networks
• Strong and detailed documentation skills
• Exceptional communication and soft skills
• Efficient time management skills
• Strength in decision making
• Desire to help others
• Ability to work diligently and utilize problem-solving to fix issues and ensure functionality.
• Ability to read, write, speak, and understand the English language in a business environment.
• Comfortable with working autonomously and self-motivating
• Reliability, accountability, responsibility and a team player
• Qualifications:

• At least 2+ years of client facing technical support experience
• High school diploma or equivalent.

Benefits:

• Comprehensive medical, dental, and vision insurance
• 401(k) with company match
• Paid time off and flexible work environment
• Opportunities for professional growth and development
Join us in making a difference as we build our future. FLASH Inc. is an equal opportunity employer dedicated to diversity, equality, and inclusion. We provide equal employment opportunities to all employees and applicants for employment. FLASH Inc. prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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