Help Desk Customer Service

What are we looking for in our Help Desk Customer Service?

Russell Tobin's client, a cloud-based, AI-driven software company is hiring a Help Desk Customer Service to work in San Diego, CA (Hybrid)

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Employment Type: Contract/Hybrid

Location: San Diego, CA

Pay rate: $25-$29/hr. DOE

Responsibilities:

Client is currently seeking a motivated Customer Support Representative to join our Customer Support team in San Diego, supporting our globally growing customer base. You shall be responsible for providing best-in-class support for the Client platform, to ensure a positive customer experience.

• Log cases on the IT Service Desk and maintaining details of software / hardware problems detected.
• Provide initial triage technical support by answering customer inquiries, solving problems and providing product information via case, phone or e-mail in a timely efficient manner.
• Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.
• Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or Client CRM in a timely efficient manner.
• You will be escalating to internal or external support resources and Subject Matter Experts when necessary.
• You will be supporting users in the use of the Client platform by providing necessary advice and/or walk-through.
• Identify self-service documentation gaps.
• You will provide support for Client Store Applications.
• You will manage multiple cases daily.
• You will assist peers with their cases.
• You will participate in User Acceptance Testing (UAT).
• Desired requirements:
• A good understanding of the Client platform is an advantage
• Experience with using and troubleshooting SaaS applications

Required Skills:

• Technical background and ability to learn and absorb technology quickly.
• Great written and verbal communication skill.
• Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first call resolution basis.
• The ability to communicate effectively with people at all levels.
• The ability to have difficult conversations with customers.
• The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
• Basic understanding of ITIL Skills and business processes.
• The ability to work as part of a team and on their own initiative.

Requirements:

• 2 - 4 years working within an IT environment

Screening Questions (must be present in resume):

• Please share an example of a time when you had to multi-task and make sound judgments in a fast-paced, high stress environment, while at the same time keep people informed?
• Share an example of a time when you had to interact with people/groups of widely varying disciplines, cultures, and backgrounds. Explain how you influenced them to follow your lead?

Benefits that Russell Tobin offers:

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors. 

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Rate/Salary: $25-$29/hr. DOE