Service Desk Specialist

Summary

Join Remote as a Senior Service Desk Specialist and play a key role in supporting the Sales organization by providing critical service desk support, ensuring they have the tools, systems, and assistance they need to succeed in a fast-paced environment. You will troubleshoot and resolve technical issues, document resolutions, contribute to AI-driven automation, and provide feedback on recurring issues. You will also work cross-functionally with a global team to streamline processes and enhance user experience, all while enjoying the autonomy and flexibility of a fully remote work setup.

Requirements

• Strong troubleshooting skills with a focus on getting to the root cause of a problem and resolving problems and tasks in a timely manner
• Experience in ticket triage and prioritization , ensuring correct prioritization of issues and focusing on fast and efficient resolution
• Strong expertise in Salesforce ; Salesforce admin certification required or equivalent experience
• Experience with common revenue technologies; Knowledge of tools like ZoomInfo, Outreach, Clay, Clari, LeanData and their usage in sales and marketing strategies
• Technical background (e.g. python scripting, SQL query) and prior experience working with Saas tools, AI automation and analytics solutions
• Analytical savviness and ability to manipulate data and dig into the details when needed
• Proficient in documenting resolutions for knowledge base development, contributing to future AI-driven automation
• Adherence to SLAs by ensuring timely responses and resolutions, meeting service level agreements consistently
• Effective communication with stakeholders and requesters to provide updates and manage expectations
• Experience consolidating multiple ticketing systems into a single streamlined solution for improved efficiency
• Customer-focused and detail-oriented , with a commitment to delivering high-quality support and maintaining accuracy in all actions
• Writes and speaks fluent English

Responsibilities

• Ticket triage and prioritization : Efficiently categorize, prioritize, and assign tickets for swift resolution
• Issue resolution : Troubleshoot and resolve technical issues promptly to minimize disruption
• Documentation of resolutions : Accurately document resolution actions to build a comprehensive support knowledge base
• Incident Management and Root Cause Analysis : Lead incident management and conduct thorough root cause analysis to prevent recurring issues
• Contribute to AI-driven automation : Leverage AI to find creative and innovative ways to solve problems and automate support related tasks. Ensure resolution documentation is clear and correct to support future AI systems for automating ticket resolution
• Provide feedback on recurring issues : Analyze ticket trends and provide feedback on common themes or issues, suggesting improvements for future projects
• Continuous Improvement : Actively identify and implement improvements to processes, tools, and workflows to enhance overall service desk efficiency and user satisfaction
• Escalation management : Identify and escalate issues outside your expertise to the appropriate teams for resolution
• Adherence to SLAs : Consistently meet service level agreements (SLAs) by ensuring timely responses and issue resolutions
• Advanced Reporting and Metrics : Measure and report on service desk performance to drive improvements and track KPIs
• Timely communication with stakeholders : Ensure stakeholders and requesters receive regular and prompt updates on ticket status
• Conflict Resolution and Stakeholder Management : Handle escalations and manage relationships with key stakeholders and challenging situations
• Streamline ticketing systems : Assist in consolidating various ticketing tools into a single, unified solution for better efficiency
• Feedback Loop for Service Improvement : Establish a feedback loop with users and stakeholders to gather input on service quality and areas for improvement
• Support GTM organization : Focus on increasing ticket resolution speed and improving overall service delivery for the GTM organization
• User Education and Support : Proactively educate end-users on common issues, best practices, and troubleshooting steps to reduce the volume of basic tickets

Preferred Qualifications

• BI tool (e.g. Sigma) working knowledge highly meriting
• Being able to connect the dots from business problems/questions to different data sources and tools we use
• It's not required to have experience working remotely, but considered a plus

Benefits

• Work from anywhere
• Flexible paid time off
• Flexible working hours (we are async )
• 16 weeks paid parental leave
• Mental health support services
• Stock options
• Learning budget
• Home office budget & IT equipment
• Budget for local in-person social events or co-working spaces