Help Desk Specialist
7 days ago
We are seeking a skilled Help Desk Specialist to join our team at Trapeze Group, covering Technical Support Analyst positions across North America. This role involves providing exceptional customer service via phone, email, and screen share sessions.
Key Responsibilities- Troubleshoot Customer Issues: Effectively manage customer issues through troubleshooting, listening, problem solving, positive action, information gathering, and case escalation in a timely manner when appropriate.
- Investigate and Resolve: Investigate, research, replicate, test, and resolve customer issues, ensuring high-quality results.
- Communication: Keep customers informed of the status of cases, providing next steps and anticipated resolution times, promoting transparency and trust.
- Collaboration: Work closely with development teams to create development "bug" reports, ensuring items are completed and properly tested.
- Prioritization: Prioritize, balance, and multitask competing issues based on impact to end users, customer urgency, length of outstanding issues, and political sensitivity.
- Team Player: Contribute to maintaining a high-quality, professional, service-oriented company image with customers and internal staff, fostering a collaborative work environment.
- Education: Bachelor's Degree in a technical discipline (Computer Science Majors preferred).
- Experience: 3-5 years of experience in a similar role (customer application support) – Tier 2 technical support preferred.
- Skills: Complex troubleshooting experience, excellent communication skills, ability to work independently and as a team member, eagerness to learn, and strong work ethic.
- Willingness: Willing to go the extra mile, work varied hours, including evenings and weekends for software deployment, and maintain a service-minded approach.
- Database Knowledge: Strong database knowledge and ability to write SQL statements.
- Industry Experience: Previous experience working in the transit industry or experience with software in a Windows networking environment (Windows Server 2008/2012).
- Version Control: Previous experience with version control tools (SVN) is an asset.
$65,000-$85,000 per annum, depending on experience and location within North America.
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