Duties & Responsibilities Essential duties and responsibilities include the following. Reasonable accommodations may enable individuals with disabilities to perform the essential functions. • Answers, evaluates and prioritizes incoming telephone, email and chat-based requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies • Recognizes problems, conducts research, provides resolutions and follows up with customers as needed, escalating more complex cases to the appropriate team • Logs and tracks calls using problem management database and maintains history records and related problem documentation • Prepares standard statistical reports, such as help desk incident reports • Consults with programmers to explain software errors or to recommend changes to programs • May test software and hardware to evaluate ease of use and whether product will aid user in performing work • Ability to work on certain holidays when requested • Flexibility to work at variably changing shift times • Duties and tasks subject to change and differ to be in alignment with the product(s) you support • All other duties as assigned, including special projects and other technical support tasks Qualifications To be considered for and to perform this job successfully, an individual must perform each essential duty and responsibility satisfactorily. The requirements listed below represent the knowledge, skill, and ability required. Qualifications include: • 0-2 years’ prior experience in a technical support role • Proficient in Microsoft Office suite • Salesforce experience preferred • Prior CRM experience preferred • Strong attention to detail and time management • Strong oral and written communication skills • Strong customer service and conflict resolution skills • Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes • Associate’s degree or equivalent work experience Environmental Factors • Ability to problem-solve, multitask and reprioritize tasks • Constant indoor collaborative work environment in close contact with co-workers • Frequent social interactions and interruptions • Frequent work under time restraints • Rare travel