We are seeking a Support Desk Agent to provide front-line technical support, ticket triage, and customer service for internal and external users. You’ll be the first point of contact for technical issues—diagnosing problems, documenting resolutions, and ensuring SLA compliance across every interaction. The ideal candidate combines strong troubleshooting skills across networking, systems, hardware, software, and cloud platforms with exceptional communication and a customer-first mindset that maintains high-quality service in a fast-paced environment.
Core Responsibilities
- Ticket Management & Customer Support:
Respond to incoming support requests via phone, email, Sales IQ chats, and
ticketing system. Accurately classify, prioritize, and assign tickets in
alignment with established procedures. Diagnose and resolve common
technical issues or route to the appropriate engineering teams. Provide
clear, professional communication with customers throughout the issue
lifecycle.
- Incident Resolution & Troubleshooting:
Troubleshoot issues related to networking, systems, user access, hardware,
software, AI model training, and cloud platforms. Document all
troubleshooting steps, findings, and resolutions in the ticketing system.
Follow escalation procedures for complex issues or outages.
- SLA Compliance & Quality Standards: Maintain
SLA targets for response time, update cadence, and resolution time. Ensure
ticket notes are complete, accurate, and reflect Support Desk standards.
Follow all support playbooks, SOPs, and operational policies.
- Monitoring & Alert Response: Respond to
automated system alerts and monitoring notifications. Perform initial
investigation and follow escalation protocols as needed.
- Knowledge & Documentation: Contribute to the
internal knowledge base by documenting repeatable fixes. Identify gaps in
documentation and collaborate with the Support Desk Manager to enhance
resources.
- Customer Experience & Professionalism:
Provide empathetic, clear guidance to users with varying levels of
technical experience. Maintain a customer-first mindset while representing
the company professionally at all times. Ensure rapid responses to all GSC
Support chats from Sales IQ and Garber Support Requests.
- Time Tracking: Track time and attendance in Zoho
Project task’s time logs. Track support-focused time via Support Issue
tickets.
- Bring new perspectives that challenge
assumptions and add original thinking.
- Ensure approaches align with organizational
goals before execution.
How to Apply
