What are the responsibilities and job description for the Service Desk Agent position at Doxis?
Are you passionate about IT support and delivering exceptional user experiences? Join our growing team in Charlotte and become the key expert who ensures our product runs smoothly in customer environments while providing top-notch support every step of the way.
You’ll be at the heart of our support team, troubleshooting issues, assisting users, and making a meaningful impact each day. Whether you're an experienced professional or an enthusiastic newcomer, this is your opportunity to grow in a dynamic and collaborative environment.
Your Responsibilities
- Receiving and qualifying customer inquiries via email/ticket system and telephone
- Taking on and processing tasks in 1st and, in some cases, 2nd level support
- Analyzing system malfunctions and troubleshooting them
- Ensuring compliance with service level agreements in our processes and guidelines
- Working closely with our neighboring departments
- Work in a shift-based schedule, to ensure continuous support
Your Profile
- Background in IT, customer support, or a related field
- Experience working with international clients and able to build productive relationships
- Solid technical understanding, especially in Windows and Linux environments
- Knowledge of SQL or Java application servers (Wildfly, Tomcat)
- Strong communication skills and a customer-first mindset
- Eagerness to learn, develop, and expand your technical expertise
- Confident and fluent in English