Service Desk Agent

Service Desk Agent

SabreTooth Technologies, LLC is a leading software development and service provider to the hospitality and restaurant industries. SabreTooth is currently seeking a goal-oriented, critical thinker to assume a position within our Customer Service team.

Our mission is to deliver high quality software products with exceptional professional services and premium support, to enhance our customer's hospitality operations efficiency, customer service and profitability. Hiring exceptional people who want to build a great company together is our number one priority, and we are committed to providing an equal opportunity workplace where everyone is supported and inspired to do their best work.

Position Summary:

This position requires a self-motivated and energetic individual, who enjoys working both independently, as well as in a team environment, to provide software and technical help desk support to clients and co-workers.

This is a full-time 3^rd Shift position 8:30pm until 8:30am, Friday through Sunday. The position requires the Service Desk Agent to be in the Greensboro, NC office – this position is not a remote work position.

Key Responsibilities:

·        Provide outstanding customer service via telephone/remote access for troubleshooting and maintaining sophisticated hospitality and restaurant operations software.   

·        Provide superior customer service by assisting end-users in the use of the software.

·        Investigate, troubleshoot, and resolve complex software problems. When unable to resolve, escalate to second or third level in accordance with company processes. 

·        Provide initial assessment of urgency and business impact on all service calls and handle appropriately. 

·        Record written updates and steps-to-resolution in the service desk ticket system, as well as contribute to knowledge base documentation.

·        Manage customer complaints and communicate to the appropriate manager.  

·        Other required duties as assigned. 

Skills and Qualifications:

·        2 years customer software support experience.

·        Ability to absorb new concepts quickly, and excellent oral and written communication skills.

·        Ability to work efficiently as a team member as well as independently.  

·        Self-motivated, detail-oriented and organized. 

·        Experience in Windows, client/server systems, ASP services, mobile applications, and web-based software. 

·        Highly motivated, responsible individual, with outstanding customer service skills in a remote support environment.  

What you will be doing:

·        Provide front-line customer service and technical support to customers via telephone and email.

·        Review new and updated tickets, update and complete resolved tickets.

·        Troubleshoot technical issues

·        Answer customer inquiries

·        Work on assigned projects

·        Create support documents

·        Communicate professionally both with clients and other staff members

Education:

·        Associate’s/Bachelor’s degree in IT, Business, or related field preferred.

Pre-Screening Requirements:

•      Speaking English required; ability to speak Spanish a PLUS

•      Authorized to work in the United States either as a Citizen or as a Permanent Resident

•      Must be able to work in the Greensboro NC office