Job Description :

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