Job Description

Job Summary: We are looking for a customer-focused Help Desk Analyst to join our team. The successful candidate will be responsible for providing technical support and assistance to customers via phone, email, or chat. You will troubleshoot software, hardware, and network issues, providing timely solutions to ensure customers are satisfied with our products and services.

Key Responsibilities:

• Provide first-line support to customers by diagnosing and resolving technical issues (e.g., software glitches, hardware malfunctions, network connectivity problems).
• Respond to customer inquiries via phone, email, or chat in a courteous and professional manner.
• Identify and escalate unresolved issues to senior technical staff or other departments.
• Create and manage support tickets to track the resolution of customer issues.
• Document troubleshooting steps and solutions in the company’s knowledge base for future reference.
• Guide customers through the use of products and features to ensure effective utilization.
• Perform system diagnostics and collaborate with internal teams to implement fixes.
• Follow up with customers to ensure issues have been fully resolved to their satisfaction.
• Maintain accurate records of customer interactions and issue resolutions.

Skills & Qualifications:

• High school diploma or equivalent; an associate’s degree or certification in IT/Help Desk support is preferred.
• Previous experience in customer service or help desk support is required.
• Knowledge of basic IT support concepts, such as networking, operating systems, and software troubleshooting.
• Strong problem-solving skills and ability to work through technical issues independently.
• Excellent communication skills, both written and verbal, with the ability to explain complex issues in simple terms.
• Proficiency with customer support software (e.g., Zendesk, Freshdesk) and Microsoft Office Suite.
• Strong interpersonal skills with a passion for helping customers.
• Ability to work well under pressure and manage multiple inquiries simultaneously.
• Patience and empathy when dealing with frustrated customers.

Desired Skills:

Experience with remote support tools (e.g., TeamViewer, Remote Desktop).

Ability to handle challenging customer situations with patience and professionalism.

Knowledge of operating systems (Windows, MacOS, Linux) and common office software (MS Office, Google Workspace).

Benefits:

Flexible work schedule.

Competitive pay and performance incentives.

Health and wellness benefits (if applicable).

Paid time off and holidays.

Training and development opportunities.

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