Service Desk Support Specialist

4 weeks ago


Austin, Texas, United States FLASH Inc Full time

About the Role:

We are seeking a skilled Service Desk Specialist to join our team at Flash Inc. As a Service Desk Specialist, you will be responsible for providing technical support to our customers, troubleshooting complex issues, and escalating cases to senior resources when necessary.

Key Responsibilities:

  • Answer customer phone calls and emails, providing technical support and troubleshooting assistance
  • Accurately document and record customer calls and events in our ticketing system
  • Work escalations, either assigned directly or from queue priority
  • Advanced troubleshooting and bug investigation, with JIRA write-up and tracking
  • Answer questions in Slack, both DM and in channels
  • Backlog/ticket cleanup, closing old waiting on* tickets and 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

What We Offer:

  • Comprehensive medical, dental, and vision insurance
  • 401(k) with company match
  • Paid time off and flexible work environment
  • Opportunities for professional growth and development

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 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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