IT Help Desk Specialist

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