Help Desk Specialist

HireOn Tech; Milford (OH); On-site; USD 42,000 - 65,000; Full time

Job summary

HireOn Tech is seeking a customer success professional to serve as the first contact for inquiries across voice, chat, and email channels. You will resolve issues quickly using product knowledge, and deliver a professional, empathetic experience while driving satisfaction and product usage.

The role requires strong communication skills, the ability to simplify technical information for non-technical audiences, and a structured, analytical approach in a high-volume environment.

Qualifications

• Customer service certifications (CSM, ITSM, or SaaS) are an advantage
• Excellent verbal and written communication skills
• English: CEFR B2 or higher (mandatory); C1 preferred
• Ability to simplify technical information for non-technical audiences
• Structured problem solving and analytical thinking

Responsibilities

• Serve as the first point of contact for customer inquiries across voice, chat, and email channels.
• Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.
• Deliver a professional, empathetic, and consistent experience across all customer interactions.
• Handle escalated or complex issues calmly, ensuring clear communication and timely resolution.
• Identify opportunities to improve customer satisfaction, retention, and product usage.
• Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.
• Participate in consultative conversations aligned to customer goals and outcomes.
• Accurately document all customer interactions and actions in the case management system.
• Ensure follow ups and case closures are completed within defined service level timelines.
• Adhere to quality standards, security requirements, and operational processes.
• Strong customer centric mindset with high ownership

Skills

Customer support

Communication skills

Troubleshooting

Product knowledge

Job description

• Customer Success, IT service management, or SaaS related certifications are an advantage

Serve as the first point of contact for customer inquiries across voice, chat, and email channels.

Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.

Deliver a professional, empathetic, and consistent experience across all customer interactions.

Handle escalated or complex issues calmly, ensuring clear communication and timely resolution.

Identify opportunities to improve customer satisfaction, retention, and product usage.

Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.

Participate in consultative conversations aligned to customer goals and outcomes.

Accurately document all customer interactions and actions in the case management system.

Ensure follow ups and case closures are completed within defined service level timelines.

Adhere to quality standards, security requirements, and operational processes.

Strong customer centric mindset with high ownership

Excellent verbal and written communication skills

Ability to simplify technical information for non technical audiences

Structured problem solving and analytical thinking

Empathy, professionalism, and resilience in high volume environments

Attention to detail and process discipline

English: CEFR B2 or higher (mandatory); C1 preferred