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Help Desk Specialist

2 months ago

Rockville, Maryland, United States Precise Software Solutions, Inc. Full time
Job Title: Help Desk Representative

We are seeking a highly motivated and experienced Help Desk Representative to join our team at Precise Software Solutions, Inc. As a Help Desk Representative, you will be responsible for providing exceptional customer service and technical support to our clients.

Responsibilities:
  • Provide Tier 1 support to clients by addressing issues and inquiries across various channels, including phone, email, and text.
  • Evaluate the needs of the client and resolve inquiries and issues at the first level of contact when possible and route complex inquiries to the appropriate Tier 2 or Tier 3 support teams.
  • Utilize contact center software, such as Amazon Connect, and ticketing systems, such as Salesforce Service Cloud, to answer, log, and track inquiries and issues, ensuring timely resolution and proper documentation.
  • Communicate effectively with clients to understand their needs, provide clear resolutions, and ensure a positive customer experience.
  • Facilitate translation services for non-English speaking clients following procedures.
Requirements:
  • 3+ years of proven experience in a help desk or customer service role, with a focus on Tier 1 support.
  • Strong knowledge of ticketing systems such as Amazon Connect and Salesforce Service Cloud.
  • Excellent communication skills, with the ability to listen, understand, evaluate, and resolve customer inquiries efficiently.
  • Strong data entry and telephone skills.
  • Proficiency in Microsoft Office (Word, Excel, Outlook).
  • High attention to detail and a customer-focused approach.
Benefits:
  • Comprehensive Health Benefits (Medical, Dental and Vision) including High Deductible Health plan where company pays 100% of the deductible for your family.
  • Flexible Spending Accounts (FSA) & Health Savings Account (HSA)
  • Retirement Plan with 4% match and discretionary match at year end
  • Paid Time Off (PTO): 15 days of PTO accrued per year; 7 holidays+ 3 Floating holidays; 2 Innovation days (paid training days)
  • Short Term and Long-Term Disability
  • Paid Parental Leave
  • Paid Jury Duty leave
  • Life and AD&D Insurance
  • Critical Illness Insurance
  • Training and Development
  • Wellness Incentives & Discount programs
  • Employee Referral Program
  • Annual Charity Donation Match
  • Awards and Recognition

Precise Software Solutions, Inc. is an equal opportunity employer and is committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.