Summary
The job description is for an IT Help Desk Specialist position at Katapult Network, a company that helps college graduates find professional opportunities. The role involves process improvement, customer relationship building, understanding system features and limitations, explaining system functions to customers, inter-departmental collaboration, conducting customer meetings, managing support issues, and participating in special projects as required.
Requirements
Bachelor's degree
Responsibilities
- Identify areas for process improvement, and professionally communicate suggestions to leadership
- Build relationships with current and future customers
- Understand system features and limitations at an in-depth level
- Explain system functions to customers as it relates to their issues
- Work inter-departmentally to provide potential solutions for customer issues, and maintain strong communication with all parties
- Conduct customer meetings and site visits to assess support scenarios
- Manage and follow customer service support issues, and augment previous support to promote a solution for the issue
- Manage customer support escalations
- Monitor customer support case volumes
Preferred Qualifications
Participate in special projects as required