Service Desk Specialist

Job Description

Responsibilities

• Respond to incoming live chat inquiries, providing clear and concise assistance.
• Troubleshoot hardware, software, and network-related issues reported by customers.
• Identify customer needs and recommend appropriate solutions or escalate when necessary.
• Log and track support requests using the company’s ticketing system.
• Follow up with customers to ensure issues are fully resolved and satisfaction is achieved.
• Contribute to the creation and maintenance of support documentation and FAQs.
• Maintain a professional and empathetic attitude in all customer interactions.
• Participate in ongoing training to stay current with new technologies and support techniques.

Requirements

• High school diploma or equivalent; Associate’s or Bachelor’s degree in IT or related field preferred.
• Proven experience in a customer service or technical support role, preferably in a live chat environment.
• Strong written communication skills with the ability to convey technical information clearly.
• Basic understanding of computer systems, software applications, and networking concepts.
• Ability to multitask and manage time effectively in a fast-paced setting.
• Familiarity with ticketing systems and CRM software is a plus.
• Problem-solving mindset with a focus on customer satisfaction.
• Flexibility to work various shifts, including evenings or weekends, as needed.

Are you interested in this position?

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