Helpdesk Agent Tier 1 and Tier 2 (Remote Working for a US Company)

SUMMARY:
A Software provider dedicated to delivering innovative solutions for the hospitality industry. As a Microsoft-aligned organization with proven Azure capabilities, they empower hotels to optimize their operations and enhance guest experiences through their cutting-edge technology.
 
Job Description
We are seeking a knowledgeable and customer-focused Tier 1 and Tier 2 Helpdesk Agent to join our support team. In this role, you will provide advanced technical support to our hotel clients, resolving complex software and infrastructure issues while ensuring exceptional service delivery. Your commitment to customer satisfaction will be key in achieving service level agreements (SLAs) and improving customer happiness scores.
 
Key Responsibilities:

• Respond to and manage escalated support requests from Tier 1 agents, providing expert assistance on software and cloud-related issues with a strong emphasis on customer service.
• Troubleshoot and resolve technical issues related to our software products, focusing on Azure integrations and Microsoft technologies, while maintaining a high level of professionalism and empathy.
• Proactively monitor and manage support tickets to ensure timely resolution in accordance with established SLAs, striving to exceed customer expectations.
• Collaborate with cross-functional teams, including development and product management, to address customer concerns and feedback effectively.
• Collect and analyze customer feedback to identify areas for improvement and contribute to initiatives aimed at enhancing customer happiness scores.
• Maintain detailed documentation of support interactions and resolutions within our ticketing system, ensuring accurate tracking of customer satisfaction metrics.
• Provide training and guidance to Tier 1 support staff to enhance their technical skills and customer service abilities.
• Identify recurring issues and contribute to the creation of knowledge base articles and training materials to improve overall service quality.
• Accept escalations from Tier 1 staff, promptly deescalate situations while maintaining professionalism and providing relevant feedback and solutions.

• Passion for and background in helping others.
• The ability to make technology seem simple to anyone.
• Mastery of verbal and written communication.
• Must be a master multitasker.
• Ability to maintain a positive outlook while dealing with difficult scenarios.
• Superior time management and prioritization skills.
• High level of efficiency and approachability.
• Ability to act independently and be self-motivated.
• Ability to take direction and work in a collaborative environment.
• Ability to communicate technical information with the team and customers alike.
• Ability to use critical thinking and logic skills to isolate and resolve technical issues in a timely manner.
• Candidates MUST be willing to work shift hours (24/7). The contact center operates 24/7 - this includes weekends and public holidays. Rotational shift work.

• A qualification in IT, Computer Science, or a related field (degree, diploma, or relevant certification).
• Relevant work experience in software troubleshooting and technical support.
• Prior experience in help desk support.
• Exceptional customer relationship skills.
• Strong analytical and critical thinking capabilities.
• Experience in maintaining and supporting software applications.
• Clear, precise, and detail-oriented communicator.
• Demonstrated experience in technical support roles.

POSITION INFO:
A Software provider dedicated to delivering innovative solutions for the hospitality industry. As a Microsoft-aligned organization with proven Azure capabilities, they empower hotels to optimize their operations and enhance guest experiences through their cutting-edge technology.
 
Job Description
We are seeking a knowledgeable and customer-focused Tier 1 and Tier 2 Helpdesk Agent to join our support team. In this role, you will provide advanced technical support to our hotel clients, resolving complex software and infrastructure issues while ensuring exceptional service delivery. Your commitment to customer satisfaction will be key in achieving service level agreements (SLAs) and improving customer happiness scores.
 
Key Responsibilities:

• Respond to and manage escalated support requests from Tier 1 agents, providing expert assistance on software and cloud-related issues with a strong emphasis on customer service.
• Troubleshoot and resolve technical issues related to our software products, focusing on Azure integrations and Microsoft technologies, while maintaining a high level of professionalism and empathy.
• Proactively monitor and manage support tickets to ensure timely resolution in accordance with established SLAs, striving to exceed customer expectations.
• Collaborate with cross-functional teams, including development and product management, to address customer concerns and feedback effectively.
• Collect and analyze customer feedback to identify areas for improvement and contribute to initiatives aimed at enhancing customer happiness scores.
• Maintain detailed documentation of support interactions and resolutions within our ticketing system, ensuring accurate tracking of customer satisfaction metrics.
• Provide training and guidance to Tier 1 support staff to enhance their technical skills and customer service abilities.
• Identify recurring issues and contribute to the creation of knowledge base articles and training materials to improve overall service quality.
• Accept escalations from Tier 1 staff, promptly deescalate situations while maintaining professionalism and providing relevant feedback and solutions.

• Passion for and background in helping others.
• The ability to make technology seem simple to anyone.
• Mastery of verbal and written communication.
• Must be a master multitasker.
• Ability to maintain a positive outlook while dealing with difficult scenarios.
• Superior time management and prioritization skills.
• High level of efficiency and approachability.
• Ability to act independently and be self-motivated.
• Ability to take direction and work in a collaborative environment.
• Ability to communicate technical information with the team and customers alike.
• Ability to use critical thinking and logic skills to isolate and resolve technical issues in a timely manner.
• Candidates MUST be willing to work shift hours (24/7). The contact center operates 24/7 - this includes weekends and public holidays. Rotational shift work.

• A qualification in IT, Computer Science, or a related field (degree, diploma, or relevant certification).
• Relevant work experience in software troubleshooting and technical support.
• Prior experience in help desk support.
• Exceptional customer relationship skills.
• Strong analytical and critical thinking capabilities.
• Experience in maintaining and supporting software applications.
• Clear, precise, and detail-oriented communicator.
• Demonstrated experience in technical support roles.