Helpdesk Agent: IT Support for a Dynamic Team

RXinsider LTD.

Decatur (AL)

On-site

USD 42,000 - 54,000

Full time

14 days+

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Job summary

RXinsider LTD. is seeking a Helpdesk Agent to join our IT support team in Decatur, Alabama.

You will be the first point of contact, providing top-notch assistance for computer systems, hardware, and software, and guiding customers through problem-solving steps with patience and clarity. The role requires strong customer service orientation, English proficiency, and experience with help desk software and remote-control tools.

Qualifications

Proven experience in providing help desk support.
Proficiency in English.
Working knowledge of help desk software, databases, and remote-control tools.
Strong client-facing and communication skills.
Advanced troubleshooting and multi-tasking abilities.
A strong customer service orientation.
Associate degree in Information Technology, Computer Science, or equivalent.
2 or more years of customer service experience.

Responsibilities

Be the first point of contact and deliver resolutions to user issues.
Escalate unresolved queries to the next level of support promptly and efficiently.
Track, route, and redirect problems to the appropriate resources.
Keep customer data updated and produce clear, accurate activity reports.
Guide customers through problem-solving processes with patience and clarity.
Follow up with customers to ensure satisfaction and problem resolution.
Use your excellent customer service skills to exceed expectations.
Ensure proper recording, documentation, and closure of tickets.
Prepare accurate and timely reports.
Document knowledge in the form of knowledge base tech notes and articles.