Job Responsibilities: • Serve as front line support for KinderCare National Support Center (NSC) and Field staff via phone support, ticketing system, email and chat• Transform the interaction with our customers with empathy, compassion, and a determination to resolve their technical issues in a timely manner• Act as single point of contact, by taking ownership of customer issues reported and seeing problems through to resolution• Diagnose and troubleshoot technical issues related to hardware, software, account maintenance or connectivity• Track and document issues through to resolution, within the agreed time limits, providing prompt and accurate updates to customers along the way• Properly escalate unresolved issues to appropriate internal teams (e.g. Network, Development)• Prioritize and manage several open issues at one time
Education and Experience:• 2-3 years of Desktop Support, IT Help Desk Technician or Support Engineer experience• Hands-on experience with Windows, Linux and Mac OS environments• Familiarity with remote desktop support tools• High School graduate or equivalent, 2 or 4 year college degree a plus• Additional certification in Microsoft, Linux, Cisco, Jamf, Apple or similar is a plus• Outstanding written and verbal English communication skills via phone, email and chat• Excellent organizational and time management skills• Demonstrated growth experience, showing a consistent track record of taking on new challenges and driving their success
Knowledge, Skills and Abilities: • Excellent communication skills and telephone manner• Ability to work in a fast paced, deadline-oriented environment to meet time constraints • Occasional flexibility with schedules, occasional overtime• Bilingual: English & Spanish a plus• Strong team player• Experience working within IT Service Desk tools, such as ServiceNow• Ability to work from home effectively, including time management, frequent and effective communication with peers, management and customers• Flexibility to work in the office as part of a rotation