Position Summary: This position requires a self-motivated and energetic individual, who enjoys working both independently, as well as in a team environment, to provide software and technical help desk support to clients and co-workers. This is a 2nd Shift position, Saturday through Wednesday, 3:30pm until 12:00am. The position requires the Service Desk Agent to be in the Greensboro, NC office – this position is not a remote work position.
Responsibilities
- Provide outstanding customer service via telephone/remote access for troubleshooting and maintaining sophisticated hospitality and restaurant operations software.
- Provide superior customer service by assisting end-users in the use of the software.
- Investigate, troubleshoot, and resolve complex software problems. When unable to resolve, escalate to second or third level in accordance with company processes.
- Provide initial assessment of urgency and business impact on all service calls and handle appropriately.
- Record written updates and steps-to-resolution in the service desk ticket system, as well as contribute to knowledge base documentation.
- Manage customer complaints and communicate to the appropriate manager.
- Other required duties as assigned
Skills and Qualifications
- 2+ years customer software support experience.
- Ability to absorb new concepts quickly, and excellent oral and written communication skills.
- Ability to work efficiently as a team member as well as independently.
- Self-motivated, detail-oriented and organized.
- Experience in Windows, client/server systems, ASP services, mobile applications, and web based software.
- Ability to speak Spanish a plus.
- Highly motivated, responsible individual, with outstanding customer service skills in a remote support environment.
Education: Associate's/Bachelor's degree in IT, Business, or related field preferred