Role: Service Desk Specialist

Location: Cleveland, Ohio

The Role:

As a Service Desk Specialist, you will be the first point of contact for customers seeking technical assistance via phone or email. This role requires a unique blend of technical knowledge and outstanding interpersonal skills.

Key Responsibilities

• Provide first-level contact and convey resolutions to customer issues.
• Properly escalate unresolved queries to the next level of support.
• Track, route, and redirect problems to the correct resources.
• Update customer data and produce activity reports.
• Walk customers through problem-solving processes.
• Follow up with customers, provide feedback, and see problems through to resolution.
• Utilize excellent customer service skills and exceed customer expectations.
• Ensure proper recording, documentation, and closure of trouble tickets.
• Recommend procedure modifications or improvements.
• Preserve and grow your knowledge of help desk procedures, products, and services.

Required Skills

• Proven experience in providing help desk support.
• Proficiency in English with exceptional communication skills.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking abilities.
• Customer service orientation.
• Working knowledge of help desk software, databases, and remote control tools.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in Microsoft Azure or similar cloud services platforms is highly desirable.

Education and Experience

• BS degree in Information Technology, Computer Science, or equivalent experience.
• Microsoft, Cisco, or similar certification is a plus.

Interested in the role? Send inquires, resumes and cover letters to john@emeraldresourcegroup.com.

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