Helpdesk Manager
Avolution, United States

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
Bachelor's Degree
Total Vacancies
1 Job
Posted on
Apr 17, 2021
Last Date
May 17, 2021
Location(s)

Job Description

ABOUT THE COMPANY

The best of all worlds: join Avolution, a highly regarded Enterprise Software house. With offices in Northern Virginia, Sydney, Singapore, London and the Middle East, Avolution is established as an industry leader in its Gartner Magic Quadrant and other industry reports. Be part of a smart, friendly team, and use your skills and initiative to drive global growth. Benefit from our culture which is pragmatic, collaborative and technically excellent.


ABOUT THE ROLE

We have an excellent opportunity for a qualified Helpdesk Manager to join our team.

In this role you will be working remotely and be primarily responsible to provide application support to customers and develop processes and documentation to guide our technical support team to excellence.

As a Helpdesk manager, you should have a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.

Previous experience in a helpdesk or customer success role is required (minimum 2-3 years). This could include roles such as: Applications Support Analyst, Helpdesk, IT Support, Application Support, or Technical Support.

This role offers the chance of great career progression and the opportunity to expand responsibilities. We offer a relaxed and friendly atmosphere that allows highly motivated people to excel.

Requirements

Responsibilities:

  • Analyzing, resolving, and managing customer support issues including application use and technical questions.
  • Coordinating the helpdesk team and ensuring timely customer support.
  • Contributing to improving customer support by actively responding to queries and setting specific customer services standards.
  • Liaising internally to troubleshoot issues.
  • Providing customer feedback to the appropriate internal teams, such as product developers and customer success.
  • Participating in and overseeing the processes of:
    • Guiding customers in software installation.
    • Creating user accounts and licenses.
  • Capturing best practices as responses and escalation processes appropriate for a small team and complex product.
  • Creating materials for helpdesk agents to reference and use.
  • Training new helpdesk agents.


Requirements

  • Bachelor’s degree in Computer Science, Information Technology or relevant field
  • Proven experience in a Helpdesk / Tech Support role
  • Great customer service skills, with logical problem-solving ability
  • Good written and verbal skills with sound command of English
  • Team management skills
  • Knowledge of MS Office products
  • Able to work both independently and as part of a team
  • Ability to manage a dispersed global team
  • An ability to thrive and prioritize in fast paced environment
  • Knowledge of Windows servers (preferred)
  • Knowledge of SSO methods (preferred)

Benefits

In return expect private healthcare, 401K, generous vacation time, work as part of a smart, friendly team and much more.

Job Specification

Job Rewards and Benefits

Avolution

Information Technology and Services - London, United Kingdom
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