What are the responsibilities and job description for the Helpdesk Support (Level 1) position at Prosum?
Helpdesk Support
Salary Range: $60k to $67k
Job Summary
The Customer Support I Technician will provide first-line technical support to customers via phone and email. This role involves diagnosing and resolving basic technical issues, assisting with account management, and ensuring positive customer experience. The primary focus is on closing issues on first contact and escalating more complex problems to tier 2 support.
Key Responsibilities
- Respond to customer inquiries and provide technical assistance for common issues related to hardware, software, and network connectivity.
- Assist customers with account setup, password resets, and general troubleshooting.
- Document and track customer interactions and solutions in the help desk system.
- Escalate complex issues to tier 2 technicians or other departments as needed.
- Maintain a high level of customer satisfaction through effective communication and problem-solving.
- Process paperwork for new hire onboarding and offboarding, including user account management using MS Active Directory, Office 365, and Exchange Online.
- Provide support through assessing and assigning Help Desk requests via telephone email, and chat, ensuring that all trouble tickets are handled in a controlled manner while interfacing with the user community.
Qualifications for the Role
- High School Diploma or equivalent.
- Strong verbal and written communication skills.
- Basic knowledge of computer hardware, software, and networking.
- Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
- Previous customer service or technical support experience is a plus.
- Experience troubleshooting hardware/software issues on MAC, PC, and iPhone.
- Familiarity supporting Office 365 services like email, Outlook, Word, and Excel.
- Experience with cloud file storage solutions like Dropbox, SharePoint/OneDrive, and Box.
Work Environment
This position is based in a call center environment in the LA office and may require shift work, including evenings and weekends
Salary : $60,000 - $67,000
