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Technical Support Specialist
2 months ago
Position Overview:
The Help Desk Support Associate serves as a key player in addressing support inquiries through various channels. This role involves prioritizing and resolving technical issues while meticulously documenting each interaction in a dedicated ticketing system. Collaboration within a team environment is essential, allowing for the escalation of complex issues to senior staff and subject matter experts.
Key Responsibilities:
- Deliver exceptional support in a customer-centric environment.
- Respond promptly to incoming support requests and manage them through the Help Desk ticketing system until resolution.
- Ensure confidentiality of sensitive information, policies, and procedures as mandated by the organization.
- Effectively translate intricate technical concepts into clear, understandable language for clients.
- Investigate, isolate, and articulate step-by-step troubleshooting solutions.
- Provide outstanding customer service and take ownership of issues until they are resolved.
- Maintain communication with clients, offering updates and follow-ups to guarantee satisfaction.
- Proficiently work with WordPress and other 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 and object-oriented programming principles.
- Ability to review, troubleshoot, and debug code effectively.
- Capacity to learn new technologies quickly.
- Excellent written and verbal communication skills, with a strong ability to collaborate within a team.
- Detail-oriented with a focus on results and meeting deadlines with minimal supervision.
- Strong decision-making skills, utilizing sound professional judgment.
- Customer service-oriented with a high level of professionalism.
- Demonstrated work ethic, consistently striving to exceed expectations.
- Composed and supportive under pressure.
- Knowledge of industry best practices and procedures.
- Organized and efficient, with a commitment to tracking and fulfilling obligations.
- Encourages teamwork and a pursuit of 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 degree program is necessary.
Benefits:
- Competitive salary starting at $17 per hour.
- Extensive opportunities for professional growth and development.
- Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
- Retirement plan options, including employer-sponsored 401(k) and Roth plans.
- 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 with engaging activities and initiatives.
- And many more benefits that await you.
Work Environment:
This role will be performed in a standard office setting, involving prolonged computer use and close collaboration with colleagues. Physical requirements may include standing, walking, typing, and lifting items up to 25 lbs.
Equal Opportunity Employer: High Level Marketing is committed to fostering a diverse workforce and is an equal employment opportunity employer. We provide fair consideration to all applicants without regard to race, gender, sexual orientation, identity, religion, national origin, age, disability, veteran status, 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 our human resources team.
Note: The above statements are intended to outline the general nature and level of work performed by employees in this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required.
