Service Desk Support Specialist

1 week ago


New York, New York, United States CAI Full time
Job Summary

We are seeking a highly skilled and customer-focused Service Desk Support Specialist to join our team at CAI. As a key member of our IT support team, you will be responsible for providing exceptional technical support and customer service to our clients.

Key Responsibilities
  • Provide Level 1 technical support to users via phone, email, or chat
  • Utilize excellent customer service skills to exceed customer expectations
  • Interact with customers to identify and diagnose technical issues and problems
  • Provide first-level support, including password resets, hardware troubleshooting, and software troubleshooting
  • Properly escalate unresolved issues to the next level of support with strong supporting documentation
  • Follow documented processes to resolve customer issues
  • Ensure proper recording, categorization, documentation, and closure of all tickets
  • Analyze the impact and urgency of customer's issues and prioritize appropriately
  • Recommend procedure modifications or improvements
  • Drive positive results in Customer Experience through timely responses and professional interaction
Requirements
  • 6-12 months' experience in a Service Desk role and/or technical support role
  • 6-12 months of customer service experience in a professional industry
  • High School Diploma or GED
  • Strong troubleshooting and documentation skills
  • Excellent customer service skills
  • Strong attention to detail and strong communication skills (both written and oral)
  • Excellent work ethic
  • Problem-solving skills
  • Solution driven


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