IT Help Desk Specialist

Summary

The job description is for an IT Help Desk Specialist position at Katapult Network. The role involves process improvement, customer relationship building, understanding system features and limitations, explaining system functions to customers, inter-departmental collaboration, managing customer service support issues, conducting customer meetings, site visits, 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

Comfortable with a wide variety of software including, but not limited to Microsoft Suite, Google applications, and relevant databases

Benefits

$40,000-50,000/yr + Benefits