Help Desk Support Specialist L1

Posted about 17 hours agoViewed

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💎 Seniority level: Entry

📍 Location: Philippines, AEST, NOT STATED

🏢 Company: Sharesource

🗣️ Languages: English

🪄 Skills: Customer serviceTroubleshootingData entryTechnical support

Requirements:

Excellent communication skills for explaining technical concepts simply.
Highly organized with the ability to manage multiple tasks.
Customer-focused with patience and professionalism.
Technical proficiency with help desk tools like HelpScout or ability to learn.
Strong problem-solving skills for effective troubleshooting.
Adaptability to learn and grow in a fast-paced environment.
Team player with a collaborative attitude.

Responsibilities:

Provide exceptional customer support by responding to inquiries via HelpScout.
Troubleshoot technical issues and guide users through solutions.
Escalate complex issues to higher-level teams.
Log, track, and prioritize support tickets in HelpScout.
Follow up with users to confirm issue resolution.
Update user records and maintain organized records of interactions.
Document FAQs and troubleshooting steps.
Collaborate with cross-functional teams to ensure issue resolution.