Customer Service / Tech Support

Michael Aaron Staffing, LLC; Carrollton (TX); On-site; USD 42,000 - 52,000; Full time

Job summary

Michael Aaron Staffing, LLC is seeking a skilled Help Desk Associate (Customer Service Level 1 Technician) to join our client's team. You will provide technical support and assistance to our internal users, ensuring smooth operation of IT systems and excellent customer service.

Training is 4-6 weeks, Monday-Friday 8am-5pm. Ideal candidates must be available to work any shift and any day; on-site attendance is required as part of a direct-hire arrangement.

Qualifications

• 1-3 years of experience in a customer service help desk or service desk role.
• Strong customer service orientation with excellent communication and interpersonal skills.
• Proficient with CRM and task management software; basic technical support knowledge.
• Detail-oriented with ability to manage accurate customer records and multi-system troubleshooting.

Responsibilities

• Efficiently create and manage service tickets, ensuring timely issue resolution and updates within the ticketing system.
• Diagnose technical issues and guide onsite technicians through resolutions, documenting interactions.
• Escalate unresolved incidents per SLAs, ensuring seamless handover to next level of support.
• Collaborate with team members and communicate effectively to maintain a cohesive environment and continuous improvement in service delivery.
• Employ remote support tools and ticketing system to facilitate efficient problem resolution.

Skills

Customer service

Communication

Interpersonal skills

Detail oriented

Multitasking

Troubleshooting

Education

High school diploma / GED

Tools

CRM software

Task management software

Microsoft Office

Microsoft Teams

Job description

PLEASE NOTE – LOTS OF OPPORTUNITY FOR ADVANCEMENT!

THIS IS A DIRECT HIRE AND AN ON-SITE POSITION

Training is 4-6 weeks Monday-Friday 8am-5pm.

Ideal candidates must be available to work any shift and any day

We are seeking a skilled Help Desk Associate (Customer Service Level 1 Technician) to join our client's team. You will provide technical support and assistance to our internal users. This is a crucial role in ensuring the smooth operation of their IT systems and providing excellent customer service.

• Efficiently create and manage service tickets, ensuring timely issue resolution and consistent updates within the ticketing system.
• Utilize analytical skills to diagnose technical issues, guiding onsite technicians through the resolution process and documenting all interactions in detail.
• Escalate unresolved incidents in accordance with SLAs, ensuring a seamless handover to the next level of support.
• Collaborate with team members and communicate effectively to maintain a cohesive working environment and ensure continuous improvement in service delivery.
• Employ remote support tools and a call tracking system to facilitate efficient problem resolution and ticket management.

SKILLS:

• High school diploma, GED, or equivalent education.
• 1-3 years of experience in a customer service help desk or service desk role
• Strong customer service orientation, with excellent communication and interpersonal skills.
• Proficiency in CRM and task management software, with a good understanding of technical support industry standards and practices.
• Mechanically inclined, with hands-on troubleshooting expertise and the ability to multi-task effectively across various systems.
• Detail-oriented approach, with a commitment to maintaining accurate customer records and ensuring consistency in service delivery.
• Solid foundation in Microsoft Office, Teams, and relevant technical knowledge, with the ability to attend office as required.