Service Desk Consultant Edtech SAAS

InPlace; Denver (CO); Hybrid; USD 49,000 - 59,000; Full time

Job summary

InPlace is seeking a Service Desk Consultant for our Denver hybrid office (3 days in the office, 2 days remote). The role focuses on diagnosing and resolving customer issues, guiding product adoption, and producing clear documentation. You will engage with clients directly via calls and written updates.

The ideal candidate will have strong troubleshooting, excellent communication skills, and the ability to manage multiple cases across channels in a fast-paced environment.

Qualifications

• Strong troubleshooting and problem-solving abilities.
• Excellent written and verbal communication skills.
• Excellent interpersonal and customer-service skills.

Responsibilities

• Identify issues within the product and collaborate on solutions.
• Troubleshoot technical issues and provide timely feedback.
• Speak with customers to quickly uncover the root cause of problems.
• Document processes and provide clear customer guidance.
• Conduct regular client calls and follow up to ensure resolution.
• Manage multiple cases across chat, tickets, and email.

Job description

InPlace Software is a global software company that specializes in industry based learning products and initiatives around the world. The North American office is based in Colorado with the company's world head office located in Melbourne, Australia.

Job Description: Service Desk Consultant

We are looking for technically skilled candidates with excellent interpersonal skills for the service desk consultant position. Service desk consultants troubleshoot technical issues, provide timely customer feedback, and support the roll-out of new enhancements and features, among other duties.

Moreover, our consultants will need to talk to customers directly conducting regular client calls to help streamline process and promote product adoption, as well as create written documentation, requiring excellent written and verbal communication.

Responsibilities:

• Identifying issues within the product and collaborating on solutions.
• Troubleshooting technical issues.
• Speaking to customers to quickly get to the root of their problem.
• Providing timely and accurate customer feedback.
• Talking customers through a series of actions to resolve a problem.
• Following up with clients to ensure the problem is resolved.
• Providing support in the form of procedural documentation.
• Conduct regular client calls.
• Managing multiple cases at one time (via chat, tickets, email, etc).

The position is hybrid (3 days in office, 2 days work from home) in our Denver office location which is located in RiNo and the salary is $54,000.