Helpdesk Support Specialist

2 weeks ago


Gillette, Wyoming, United States Vivalnk Inc Full time
Job DescriptionAt Vivalink, we're seeking a skilled Helpdesk Specialist to join our team. As a Helpdesk Specialist, you will be responsible for providing top-notch support to our customers, ensuring their issues are resolved efficiently and effectively. Your expertise in troubleshooting and problem-solving will be invaluable in helping us deliver exceptional customer experiences. If you're passionate about delivering outstanding support and have a knack for technical problem-solving, we'd love to hear from youResponsibilities:
  • Provide exceptional customer support via phone, email, and video calls, ensuring prompt and courteous service to achieve high customer satisfaction and efficient issue resolution.
  • Analyze reported issues, follow troubleshooting guidelines to identify root causes, and propose effective solutions.
  • Instruct customers on the use of hardware and software applications to enhance their understanding and usability.
  • Accurately record and document all customer interactions and resolutions according to established procedures.
  • Interact effectively with clients, escalating issues as needed to ensure timely resolution.
  • Maintain current knowledge of products and services through ongoing training and reference materials to provide up-to-date assistance.
  • Adhere to data privacy and security guidelines when handling customer information.
  • Follow established helpdesk policies and procedures to maintain consistency and quality in support delivery.
  • Collaborate with team members and other departments to streamline processes and resolve issues efficiently.
Requirements:
  • Proven experience in a Helpdesk specialist role or similar customer service position is preferred.
  • Degree in technical field or equivalent work experience and applicable certifications.
  • Ability to independently troubleshoot product or technical issues using sound judgment and available information.
  • Strong interpersonal skills, able to react accurately and remain composed under pressure.
  • Effective listening skills to understand customer concerns, ask relevant questions, and avoid interrupting inappropriately.
  • Excellent verbal and written communication skills to interact clearly and professionally with customers and colleagues.
What We Offer:
  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive compensation package.
  • A comprehensive benefits program.

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