Customer Support Specialist

2 weeks ago

Birmingham, Alabama, United States High Level Marketing | Digital Marketing Full time

Position Overview:

The Help Desk Support Associate plays a crucial role in managing and resolving technical inquiries from clients. This position involves receiving requests through various channels and prioritizing them for effective resolution while maintaining comprehensive documentation in a digital ticketing system. Collaboration with senior team members and subject matter experts is essential for addressing complex issues.

Key Responsibilities:

  • Deliver exceptional support in a client-focused environment.
  • Promptly address support requests and track their progress within the Help Desk ticketing system.
  • Ensure confidentiality of sensitive information, policies, and procedures as mandated by the organization.
  • Translate intricate technical concepts into straightforward language to facilitate effective troubleshooting.
  • Conduct thorough analysis and research to provide clear, step-by-step technical solutions.
  • Exhibit strong customer service skills and take ownership of issues until resolution.
  • Maintain communication with clients, offering updates and follow-ups to guarantee satisfaction.
  • Proficiently navigate WordPress and other proprietary content management systems.
  • Perform additional tasks as required.

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 and object-oriented programming principles.
  • Ability to review, troubleshoot, and debug code effectively.
  • Willingness to learn new technologies.
  • Excellent written and verbal communication skills, with the ability to collaborate effectively with team members and external partners.
  • Detail-oriented with a results-driven mindset.
  • Capable of completing tasks independently and meeting deadlines.
  • Strong decision-making skills and professional judgment.
  • Customer service-oriented with a high level of professionalism.
  • Demonstrates a strong work ethic and a commitment to excellence.
  • Ability to remain patient and helpful under pressure.
  • Knowledge of industry best practices and procedures.
  • Organized and efficient, with a track record of following through on commitments.
  • Encourages teamwork and strives for high-quality outcomes.

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 degree program is necessary.

Benefits:

  • Competitive salary starting at $17 per hour.
  • Opportunities for professional growth and development.
  • Comprehensive health benefits including medical, dental, and vision coverage.
  • Retirement plans including employer-sponsored 401(k) and Roth options.
  • Paid vacation and sick leave.
  • Flexible work arrangements including hybrid opportunities and designated focus days.
  • Paid parental leave for new parents.
  • A vibrant company culture that promotes engagement and enjoyment.
  • And many more benefits to discover upon joining.

Work Environment:

This role will be performed in a standard office setting, involving extended use of computers and office equipment, as well as 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 provides equal employment opportunities without regard to race, gender, sexual orientation, or any other legally protected status. If you require accommodations during the employment process due to a medical condition or disability, please reach out to human resources for assistance.

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