Help Desk Technician

Help Desk Technician
Location: Austin, TX

• Customer service skills to ask probing questions, clearly understanding the customers' needs, and showing empathy while putting the customer at ease.
• Ability to utilize a variety of resources, including search engines, Cisco Finesse phone queue system on our network technology, Ellucian, Google chats, Bold chat systems, websites, internal resources, and research requests to deliver appropriate and needed solutions.
• Researching and diagnosing issues that resolve customer concerns to ensure a high level of customer retention, satisfaction while driving process improvements.
• Help customers through email, phone, and chat channels.
• Must be able to deliver consistent performance within a fast paced and constantly changing environment
• Ability to think on the fly and out-of-the-box.
• Must possess a forward-thinking mentality with the ability to solve immediate issues and anticipate future issues.
• Needs the ability to ask questions to clearly understand the customers' needs.
• Ability to diagnose OKTA and other internal application issues with the customer and enter a trouble ticket via our internal system.
• Must have excellent written communication skills, write clearly in a personable, understanding, and empathetic tone with our customer population.
• Must have a high level of customer service skills and demonstrate a passion for customer in order to maintain our Enterprise Level Customer Satisfaction survey ratings.

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