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Help Desk, Phone Support
GPS System Help Desk Support
In this role, you will provide support and training to customer utilizing GPS vehicle and asset tracking technology. In addition, you will test equipment to determine functionality and make recommendations to management on how to handle challenging situations. The environment is a business casual small business
- Location: Behind Goodwill store on SR-56, Wesley Chapel
- Hours: M-F 8-5:30, 40 hours a week
- Be on the phone and computer 6-8 hours per day
- Live in the Wesley Chapel, New Tampa, Lutz area
- Have reliable transportation & insurance
- Pass regular drug screenings
- Pass a background check with no felony, violent or sex crime convictions.
- Be reliable and on-time daily but flexible to work with a small team
- Business casual office attire (slacks and nice shirt)
- Paid time off
- Allowance toward healthcare insurance
- Paid company and most national holidays
- Provide helpdesk support and resolve problems to the end user’s satisfaction
- Answer incoming calls from customers needing assistance
- Monitor Service Desk for tickets assigned to the queue
- Keep detailed notes in contact management system
- Follow specific troubleshooting procedures
- Test equipment to determine issue and warranty status
- Assist with onboarding of new users
- Report issues for escalation
- Answer the phone and engage with customers in a professional efficient manner
- Handle multiple support cases at one time
- Schedule follow up activities for next steps in support case
- Respond to email messages for customers seeking help.
- Ask questions to determine nature of problem.
- Walk customer through problem-solving process.
- Make quality assurance calls
- Gain feedback from customers
- Run reports to determine malfunctions that continue to occur
- Type 40 WPM (test will be given to confirm)
- Proficiency in English. Bilingual Spanish is a plus.
- Strong verbal and written communication
- Advanced troubleshooting and multi-tasking skills
- Customer service orientation