Level 1 Helpdesk Technician
PERRY proTECH · Dayton, OH ·
- Category
- Support
Become an Employee-Owner at PERRY proTECH! As a Level 1 Helpdesk Technician, this person will serve as the first point of contact for clients seeking technical assistance over the phone, via email. or ticketing system.
About the Role:
Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions. - Provide client support and troubleshooting on technical issues at a level consistent with performance expectations
- Respond to requests for technical assistance via phone, email, or the ticketing system.
- Analyze client needs, recognize business opportunities, and influence sales volume growth.
- Perform remote troubleshooting though diagnostic techniques and pertinent questions
- Prioritize first call resolution to maximize client satisfaction and minimize escalation needs.
- Log all internal and external client interactions, noting troubleshooting, resolution, or escalation.
- Follow up with customers and users to complete the resolution and ensure customer satisfaction.
- Provide training to customers on products installed.
Requirements & Qualifications:
- Excellent customer service skills
- Excellent time management abilities
- Strong technical and analytical abilities
- Detail-oriented & organized
- Excellent problem-solving skills and a solutions-oriented mindset
- Ability to handle difficult or emotional customer situations
- Self-motivated, flexible, and takes initiative
- Excellent verbal and written communication skills
- Associate degree or equivalent experience in a relevant technical field
- Field Engineer FE Grade 2
- MCSE or equivalent experience is a plus
- Previous experience in a help desk or customer service support position
Why Join our Team of Employee Owners?
We are proud to be employee owned! Employees of PERRY proTECH share in ownership through our Employee Stock Ownership Plan (ESOP.) Our ESOP is an additional retirement benefit that holds stock in our company. When the company does well, our employees share in the rewards of our success.
You will be part of a winning team and participate in our Employee Stock Ownership Plan (ESOP), an added retirement benefit that is completely paid for by PERRY proTECH. Our ESOP shares the wealth with our dedicated employees and makes us a healthy stable employer!
We are proud to be employee owned! Employees of PERRY proTECH share in ownership through our Employee Stock Ownership Plan (ESOP.) Our ESOP is an additional retirement benefit that holds stock in our company. When the company does well, our employees share in the rewards of our success.
You will be part of a winning team and participate in our Employee Stock Ownership Plan (ESOP), an added retirement benefit that is completely paid for by PERRY proTECH. Our ESOP shares the wealth with our dedicated employees and makes us a healthy stable employer!