Role: Helpline/Helpdesk Support

Location: Elk Grove, CA (ONSITE)

Type: Full Time

Minimum 2 years professional technical troubleshooting expertise or proven technical ability

• Experience supporting customers via phone, e-mail, chat, and / or in person
• Passion for customer service and ownership of the customer experience, including comprehensive issue resolution
• Able to effectively tailor communication and style to differing audiences
• Able to self-manage and work independently in a fast-paced, constantly changing environment
• Thrives on a team where expertise is shared and feedback is welcome
• Effective time management, including ability to multitask, organize and prioritize
• Able to research and grasp technical information across multiple tools while talking with customers
• iOS, Smartphone, Tablet, PC or Mac experience
• Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges
• Makes space to listen, learn, and amplify diverse perspectives and experience
• Actively seeks out opportunities to champion and celebrate inclusion and diversity

Qualification and Skills:

• Apple Certified Support Professional
• Cisco CCNA certification
• CompTIA A certification
• Knowledge of ITIL standard methodologies such as the difference between Incident, Problem, and Change