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favorite this post Help Desk Product Support Agent - Level 1 (Austin) hide this posting unhide

510 South Congress Ave

(google map)

compensation: TBD
employment type: full-time

Make a Difference

Digital Cheetah provides cutting edge volunteer and member management solutions to some of the largest not-for-profits in the world. We strive to create an exciting, challenging and rewarding work environment. We are a team of dedicated and passionate people, on the forefront of technology innovation, building software with a purpose.

Job Description:

In the role of Help Desk Product Support Agent (Level 1) you will be working with external clients and internal team members in a fast-paced environment. You will monitor and respond to client support requests through a help desk ticketing system. You will troubleshoot problems and advise on the appropriate action. You will assist in building long term relationships and ongoing support for clients. You will have exposure to a wide variety of roles, challenges, and technologies, and will have the opportunity to learn best practice skills in an expanding company with numerous possibilities for personal and career advancement

Job Responsibilities:

  • Provide end-user product support to customers via online help desk and telephone
  • Manage, facilitate and own product support requests through consistent, positive and proactive help desk methodologies
  • Follow standard help desk procedures, and contribute feedback for process improvement and workflow efficiencies
  • Track and manage support requests through our help desk ticketing system (Zendesk) and our development ticketing system (JIRA)
  • Troubleshoot, research, analyze and work with appropriate resources to solve problems
  • Identify and escalate situations requiring urgent or additional attention
  • Judgment must be used in prioritizing client requests and managing escalation workflow to second or third level support
  • Complete work on assigned projects to supervisor's satisfaction
  • Be on the rotation schedule for after-hours emergency support
  • Assist in product configuration and uploading website content
  • Assist in testing during the rollout of projects and product upgrades
  • Participate in the smooth transition of client from the implementation team to support team
  • Create product how-to documents, tutorials, and screencasts
  • Train clients on how to use the product, best practices, and common tips & tricks
  • Document any feature enhancement requests or ideas that will increase the productivity of the product offering for the client

Job Qualifications & Expectations:

Must be passionate about helping people. Strong customer service background; client relationship management; exceptional verbal and written communication. Must be extremely comfortable interacting with customers; must have strong problem solving and troubleshooting skills. Trustworthy, reliable, and dependable. Positive team player. Experience with Zendesk help desk ticketing system or a similar help desk software is a plus.

Time Frame and Contact:

Full-time position. Position is open for immediate hire.

Apply Online:

  • Principals only. Recruiters, please don't contact this job poster.
  • do NOT contact us with unsolicited services or offers

post id: 6871997949


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