[Hiring] Junior Helpdesk Support Specialist @Lean Solutions Group

Role Description

The Helpdesk Support Specialist is pivotal in providing first-level technical support, ensuring high customer satisfaction by promptly resolving issues and troubleshooting systems using the Service Cloud (Salesforce). This role is essential in addressing primary technical concerns, with opportunities to escalate more complex issues. Key duties include:

• Provide Level 1 support via the Service Cloud ticketing system and phone (Salesforce preferred), resolving basic technical issues efficiently.
• Escalate unresolved issues to Level 2 support, ensuring a smooth transition and resolution process.
• Document all customer interactions and technical issues meticulously in the Service Cloud system.
• Assist in the creation and updating of knowledgebase articles and troubleshooting documents to improve support resources.
• Communicate effectively with internal teams to maintain seamless support delivery and customer satisfaction.
• Monitor key metrics and KPIs to track performance, identifying areas for improvement and implementing relevant strategies.
• Engage in internal training programs to enhance skills and contribute to team development.

Qualifications

• Associate degree in a technology-related field or equivalent experience.
• Experience with Service Cloud (Salesforce preferred) or similar ticketing systems.
• Experience documenting processes and procedures.
• Basic understanding of Windows Operating Systems, general networking, and basic troubleshooting techniques.
• Ability to quickly learn new technologies and adapt to a fast-paced environment.
• Prior experience in customer service or technical support is preferred.

Requirements

• Strong communication skills, both written and verbal, are essential for effectively interacting with customers and internal teams.
• Adaptability and a proactive problem-solving attitude enable quick learning of new technologies.
• Team collaboration is crucial, as the role involves working alongside colleagues in joint projects.
• Customer-focused mindset, leveraging customer service experience to build relationships.
• Takes responsibility and drives projects forward with a strong sense of accountability.

Benefits

• Join a powerful tech workforce and help us change the world through technology.
• Professional development opportunities with international customers.
• Collaborative work environment.
• Career path and mentorship programs that will lead to new levels.