Customer Support/Service Desk Agent

3 weeks ago

South Jordan, United States Russell Tobin Full time

Are you passionate about providing exceptional customer service and technical support? We are looking for a dedicated and skilled Service Desk Agent to join our team


Job Title: Customer Support / Service Desk Agent

Location: South Jordan, UT

Pay: $19.00~$21.00

HYBRID: 3 days on site AND 2 days at home.

Overview:

The Service Desk Agent is the first point of contact for users reaching out to our IT Service Desk. This role is crucial for delivering high-quality customer service, addressing incoming calls, and efficiently resolving technical issues. The Service Desk Agent is committed to providing exceptional service, achieving high levels of first call resolution, and identifying opportunities to enhance and automate processes.

Responsibilities:

  • Provide top-notch phone support by listening carefully to customers, empathizing with their situation, and resolving issues with a sense of urgency.
  • Document all interactions accurately at the client, problem, and incident levels.
  • Resolve conflicts effectively and maintain high-quality end-user technical support related to enterprise software and hardware.
  • Assess, triage, research, train, and resolve incidents and requests in a fast-paced, 24/7 environment.
  • Offer after-hours and weekend support as needed under general oversight.
  • Demonstrate attention to detail, follow-through, teamwork, and a positive attitude.
  • Apply technological knowledge to support existing systems and address client computing needs professionally via phone, chat, or in-person interactions.
  • Create a positive customer support experience, build rapport, and ensure timely resolution or escalation of issues.
  • Investigate, diagnose, resolve, and recover hardware/software problems and perform installations, modifications, and repairs as required.

Qualifications:

  • Excellent customer service and communication skills are essential.
  • Two to five years of proven experience in a complex, high-tech, and fast-paced work environment is preferred.
  • Technical support experience is a plus but not required.
  • High school diploma or GED with relevant work experience required.
  • Ability to diagnose and resolve problems in a complex environment swiftly.
  • Self-motivated with the ability to work independently under pressure.
  • Willingness to work variable shifts, including evenings, weekends, and public holidays.


Benefits Info:


Pride Global offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.


Apply now

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