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Technical Support Representative

2 months ago

Beachwood, Ohio, United States Emerald Resource Group Full time
Position: Service Desk Specialist

Location: Cleveland, Ohio

Overview:

As a Service Desk Specialist, you will serve as the initial point of contact for clients seeking technical support through various communication channels. This position demands a combination of technical expertise and exceptional interpersonal abilities.

Core Responsibilities
  • Deliver first-level assistance and communicate solutions to client inquiries.
  • Effectively escalate unresolved issues to higher-level support teams.
  • Monitor, direct, and redirect issues to appropriate resources.
  • Maintain customer records and generate activity reports.
  • Guide clients through troubleshooting steps.
  • Follow up with clients, provide updates, and ensure issues are resolved.
  • Exhibit outstanding customer service skills and strive to exceed client expectations.
  • Ensure accurate documentation and closure of support tickets.
  • Suggest modifications or enhancements to procedures.
  • Continuously enhance your knowledge of help desk operations, products, and services.
Essential Skills
  • Demonstrated experience in help desk support.
  • Fluency in English with excellent communication capabilities.
  • Strong client-facing and communication skills.
  • Advanced problem-solving and multitasking skills.
  • Customer service focus.
  • Familiarity with help desk software, databases, and remote assistance tools.
  • Solid understanding of computer systems, mobile devices, and other technology products.
  • Aptitude for diagnosing and resolving basic technical challenges.
  • Experience with Microsoft Azure or similar cloud service platforms is highly advantageous.
Qualifications and Experience
  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • Certifications from Microsoft, Cisco, or similar organizations are beneficial.