Help Desk Representative - Document Management Software

Located in Austin, TX

Salary: $25.00 - $27.40 HR

Location:     Austin, TX (In-Office/ NOT REMOTE OR HYBRID*)

Pay Rate:    $25.00 - $27.40 HR

Hours:        Monday – Friday || 8:00 am - 5:00 pm (w/1 Hour Lunch)

Express Employment Professionals is looking to hire a "Help Desk Customer Support Representative" for one of our clients in North Austin. This Company is a premier provider of software automation services to the government. Their company is expanding nationally, and they are seeking a dynamic individual who has previous Help Desk experience, who is looking for a long-term opportunity to continue to learn and grow in their career.  The main goal of this role is to ensure that customers are satisfied and can use the technology they need both properly and efficiently. 

Position Expectations:

• Maintain healthy relationships with existing clients and ensure clients' needs are met through communication via phone, email, and face-to-face meetings.
• Collaborate with different internal departments to fulfill client requests and keep track of all processes related to their clients utilizing the Management Tracking system.
• Respond to inquiries by helping customers with technical questions via email, online chat, phone, or in-person
• Provide information to customers by informing them about software products and services
• Walk customers through problem-solving situations by guiding them through the process of troubleshooting hardware and software as needed
• Follow up with customers by ensuring that customers are satisfied with the service bot customer service-based and software-based
• Communicate feedback to the appropriate internal teams/ departments by providing feedback as needed
• Troubleshoot software by using diagnostic techniques to both diagnose and resolve technical issues
• If issues aren't resolved, you must redirect them to the next level of support personnel as needed
• Keep a record of problems and their solutions, as well as the record of client behavior data, to understand their changing needs and log it into the Management Tracking system as needed
• Participate in product presentations and demonstrations for training as needed.

*This company's products are in demand in City, County, and State Elections, as well as Courts and Clerk/ Tax offices across the country.  

Must Haves:

• Demonstrated collaboration, teamwork, and problem-solving skills to achieve goals, defuse conflicts, and meet personal / team KPIs and Metrics.
• High proficiency in MS Word, EXCEL, PowerPoint, etc.
• A strong understanding of operating systems, software, and devices
• Excellent communication skills, both oral and written, including the ability to listen effectively and interact comfortably with constituents of diverse backgrounds.
• Outstanding interpersonal, negotiation, and relationship-building skills.
• Previous Help Desk or related experience with longevity reflected on your resume

Experience & Requirements:

• Minimum of 2-3 years of similar or related experience.
• Team player, but likes to work independently
• Familiarity with cloud computing
• Network Administration experience
• Problem-solving skills
• Analytical skills
• Customer service experience
• Patience
• Possess a high level of integrity and trust.
• Memorize scripts and then make them their own to meet client's needs and company expectations.

Compensation once hired on as a Full-Time Employee:

• Raises after a 6-month hire date, and 1 year for performance
• 401k match, medical, dental, and vision benefits
• 3  weeks of paid time off

 

This company has a great team and work setting with an experienced staff to support your efforts and growth long-term, if qualified.

*** You will be evaluated for this job based on how well you meet the qualifications above; Should any of these criteria be in question, candidates need not apply. ***

 

How to Apply: 

If this sounds like a fit for you, we want to hear from you!

Send us your resume to:   Jobs.AustinTXNorth@ExpressPros.com

 

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