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Technical Support Specialist
2 months ago
Position Overview:
The Help Desk Support Associate serves as a critical resource for addressing technical inquiries and issues. This role involves receiving requests through various channels and ensuring timely responses while meticulously documenting all interactions in a digital ticketing system. The Associate collaborates within a team structure, facilitating the escalation of complex issues to senior staff and experts.
Key Responsibilities:
- Deliver exceptional support in a customer-centric environment.
- Quickly address incoming support requests and manage them through the Help Desk ticketing system until resolution.
- Uphold confidentiality regarding all company information, policies, and procedures.
- Effectively simplify intricate technical concepts to aid in troubleshooting.
- Investigate, isolate, and articulate step-by-step technical solutions.
- Exhibit a strong commitment to customer service and ownership of issues.
- Maintain communication with clients, providing updates and follow-ups to ensure satisfaction.
- Proficiently navigate WordPress and other proprietary LAMP-based content management systems.
- Perform additional duties as assigned.
Required Skills and Qualifications:
- Proven experience with WordPress is essential.
- Familiarity with HTML, CSS, JavaScript, AJAX, PHP, and MySQL.
- Experience with server-side scripting languages, particularly PHP.
- Understanding of HTTP requests.
- Knowledge of object-oriented programming principles.
- Ability to review, troubleshoot, and debug code.
- Capacity to learn new technologies swiftly.
- Excellent written and verbal communication skills, with the ability to collaborate effectively with colleagues and clients.
- Meticulous attention to detail.
- Results-driven, capable of meeting deadlines with minimal supervision.
- Strong decision-making skills based on sound judgment.
- Customer service-oriented with a high level of professionalism.
- Dedicated work ethic, consistently striving to exceed expectations.
- Composed and supportive under pressure.
- Familiarity with industry best practices.
- Organized and efficient, ensuring follow-through on commitments.
- Promotes teamwork and pursues excellence.
Education and Experience:
- A High School Diploma or equivalent is required. A minimum of one year of coding experience, completion of a Coding Bootcamp, or current enrollment in a Computer Science program is also required.
Benefits:
- Starting salary of $17 per hour.
- Opportunities for professional growth and development.
- Comprehensive health benefits including medical, dental, and vision.
- Retirement plans with employer-sponsored 401(k) and Roth options.
- Paid vacation and sick leave.
- Work-life balance initiatives including hybrid work options and designated focus days.
- Paid parental leave for new parents.
- A vibrant company culture that encourages engagement and enjoyment.
- And much more, details available upon inquiry.
Work Environment:
This role operates in a standard office setting, which may involve prolonged computer use and close collaboration with colleagues. Physical requirements may include standing, walking, and lifting items up to 25 pounds.
Equal Opportunity Employer: High Level Marketing is committed to fostering a diverse workforce and providing equal employment opportunities. All applicants will be considered without regard to race, gender, sexual orientation, or any other legally protected status.
