Job description: Summary Your role in our mission Essential Job Functions • Answers help desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met. • Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate. • Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame. • Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation. • Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved. • Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates. • May provide leadership and work guidance to less experienced personnel. Basic Qualifications • High school diploma or G.E.D. • Two or more years of technical training preferred • Four or more years of technical or customer support experience • Experience working with company products and operating systems • Experience with solving computer-related problems • Experience working with company escalation policy Other Qualifications • Interpersonal skills for interacting with team members and clients • Communications skills • Organization skills to balance and prioritize work • Analytical and problem solving skills • Leadership skills to mentor and provide guidance to less experienced personnel • Ability to work in a team environment Work Environment • Office environment What we're looking for What you should expect in this role