Help Desk Coordinator/Technical Support - Software Vendor Environment Full Time - 2nd Shift | Nov 02, 2020

The Help Desk Coordinator/Technical Support role is responsible for the administrative efforts surrounding our help desk workflow and application for our software customers within our organization as a whole.  This position coordinates the first level triage and support for our software customers on tickets of a technical nature; collecting and validating triage information to self-resolve or escalate to the next tier level within the organization for resolution.

This position monitors and intervenes for compliance with:

• External service level agreement metics for first response and resolution with our customers
• Timely internal response times
• Notification/escalation to designated management personnel of customer-sensitive situations

Other main responsiblities of the role include:

• Creating/publishing customer-facing knowledge articles of repeated events to expedite future troubleshooting
• Providing customers with software release scheduling information for base issues through resolution
• Administration of "Freshdesk" help desk ticketing system and training others on the system
• Creation/distribution of reports regarding help desk data
• Working with Accounting to coordinate billable time information provided by the help desk system for invoice customers

Experience, knowledge, skills, abilities and education required for the job:

• 2+ years help desk experience working an a software vendor environment -- Freshdesk ticketing system experience a plus
• Ability to effectively communicate information in written and verbal form including adopting the message to the audience
• Excellent customer service skills -- demonstrates customer-facing skills with ability to handle customer situations independently and at all levels within an organization
• Excellent critical thinking skills and ability to apply to solving problems
• Demonstrates initiative, motivation and self-direction
• Degree preferred or equivalent applicable work experience