Help Desk Specialist

3 days ago


Rockville, Maryland, United States Precise Software Solutions, Inc. Full time
Job Title: Help Desk Representative

We are seeking a highly motivated and experienced Help Desk Representative to join our team at Precise Software Solutions, Inc. as a full-time remote employee.

About the Role:

The ideal candidate will provide Tier 1 support to our customers by resolving user inquiries and issues at the first point of contact, and escalating complex issues to the appropriate tier when necessary.

Responsibilities:
  • Provide Tier 1 support to customers through various channels, including phone, email, and text.
  • Evaluate the needs of the customer and resolve inquiries and issues at the first level of contact when possible and route complex inquiries to the appropriate Tier 2 or Tier 3 support teams.
  • Utilize contact center software, such as Amazon Connect, and ticketing systems, such as Salesforce Service Cloud, to answer, log, and track inquiries and issues, ensuring timely resolution and proper documentation.
  • Communicate effectively with customers to understand their needs, provide clear resolutions, and ensure a positive customer experience.
  • Facilitate translation services for non-English speaking customers following procedures.
Requirements:
  • 3+ years of proven experience in a help desk or customer service role, with a focus on Tier 1 support.
  • Strong knowledge of ticketing systems such as Amazon Connect and Salesforce Service Cloud.
  • Excellent communication skills, with the ability to listen, understand, evaluate, and resolve customer inquiries efficiently.
  • Strong data entry and telephone skills.
  • Proficiency in Microsoft Office (Word, Excel, Outlook).
  • High attention to detail and a customer-focused approach.
Education:
  • Minimum High School Diploma with three (3) years of experience or any combination of experience and training, which enables one to perform the essential job functions.
  • Associate's degree is preferred.
Benefits and Perks:

Precise Software Solutions, Inc. offers a comprehensive benefits package, including:

  • Comprehensive Health Benefits (Medical, Dental and Vision) including High Deductible Health plan where company pays 100% of the deductible for your family.
  • Flexible Spending Accounts (FSA) & Health Savings Account (HSA)
  • Retirement Plan with 4% match and discretionary match at year end
  • Paid Time Off (PTO): 15 days of PTO accrued per year; 7 holidays+ 3 Floating holidays; 2 Innovation days (paid training days)
  • Short Term and Long-Term Disability
  • Paid Parental Leave
  • Paid Jury Duty leave
  • Life and AD&D Insurance
  • Critical Illness Insurance
  • Training and Development
  • Wellness Incentives & Discount programs
  • Employee Referral Program
  • Annual Charity Donation Match
  • Awards and Recognition

Precise Software Solutions, Inc. is an equal opportunity employer and is committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.


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