Senior Service Desk Specialist

Deepstreamtech; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Senior Service Desk Specialist in the Revenue Operations team, where your expertise will play a crucial role in transforming global employment practices. This exciting position allows you to tackle dynamic challenges and collaborate with a diverse international team while enjoying the flexibility of a fully remote setup. You'll be responsible for ticket triage, issue resolution, and documentation to enhance service desk efficiency. Your contributions will directly support the company's mission to innovate in the workplace, making this an ideal opportunity for those passionate about technology and customer service.

Qualifications

• Strong troubleshooting skills with a focus on problem resolution.
• Salesforce admin certification required or equivalent experience.
• Experience with revenue technologies and SaaS tools.

Responsibilities

• Efficiently categorize and prioritize tickets for swift resolution.
• Troubleshoot and resolve technical issues promptly.
• Document resolution actions to build a comprehensive knowledge base.

Skills

Troubleshooting Skills

Salesforce Expertise

Analytical Skills

Technical Background (Python, SQL)

Communication Skills

Customer Focus

Documentation Skills

Education

Salesforce Admin Certification

Tools

Salesforce

ZoomInfo

Outreach

Clay

Clari

LeanData

BI Tools (e.g., Sigma)

Job description

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
• 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
• 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
• It's not required to have experience working remotely, but considered a plus

What the job involves

• Joining Remote as a Senior Service Desk Specialist in the Revenue Operations team is an exciting opportunity to make a real impact in the global employment space. In this fast-paced environment, your contributions will directly support the company’s growth and mission to change the way we work globally
• You'll have the chance to tackle dynamic problem-solving challenges, sharpening your strategic thinking and finding innovative solutions. Collaboration with a diverse, international team will expand your professional network, while the flexibility and autonomy of a fully remote setup allow you to manage your schedule and work independently
• 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
• You'll report to: Director, Field Operations, Planning & Compensation