Moser Consulting · 2 hours ago
Helpdesk Support Specialist
Indianapolis, IN
Full-time
Hybrid
Entry, Mid Level
$34K/yr - $58K/yr
2+ years expMoser Consulting is a company with over 25 years of experience in providing superior customer service and fostering a collaborative work environment. They are seeking a Helpdesk Support Specialist to assist customers with application, computer systems, and software issues while ensuring high levels of user satisfaction through effective communication and timely resolutions.
Big DataConsultingDatabase
Responsibilities
Provide first-level support for application-related issues across web and mobile platforms
Troubleshoot and resolve issues related to user interface, functionality, and system compatibility
Monitor application performance, identify patterns, and propose solutions to recurrent issues
Collaborate with development and production teams to communicate user feedback and suggest enhancements
Ensure high levels of user satisfaction through effective communication and timely resolution of issues
Maintain up-to-date knowledge of application features, updates, and standard operational procedures
Educate users on application functionalities, updates, and best practices
Participate in regular training sessions to stay informed about the latest technological advancements and best practices in application support
Review user satisfaction post-resolution, such as surveys or feedback forms, to continually assess and improve the services desk's performance
Dependable, reliable, with a strong attention to detail
Work during designated shift in support of 24/7 coverage
An effective communicator who understands the importance of listening and being empathetic
Upholds a sense of customer service and measures client satisfaction
Inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfaction
Ensuring that quality standards are upheld
Deliver the allocated part of the operation within agreed service levels and business targets
Ability to maintain confidential information
Work in collaboration with all team members to ensure completion of support tickets
Escalate any appropriate problems to problem manager & management
Develops clear communications skills, effectively sharing ideas and updates with team members and learning to receive feedback constructively
Ability to work and grow in a fast-paced environment
Demonstrates growing abilities in identifying, analyzing, and proposing initial solutions to technical problems, with a willingness to seek guidance when necessary
Shows eagerness to learn and adapt to new environments and technologies, taking on small-scale projects or tasks as a part of a taking on small-scale projects or tasks as a part of a team
Qualification
Required
Positive attitude with a drive for success
Provide first-level support for application-related issues across web and mobile platforms
Troubleshoot and resolve issues related to user interface, functionality, and system compatibility
Monitor application performance, identify patterns, and propose solutions to recurrent issues
Collaborate with development and production teams to communicate user feedback and suggest enhancements
Ensure high levels of user satisfaction through effective communication and timely resolution of issues
Maintain up-to-date knowledge of application features, updates, and standard operational procedures
Educate users on application functionalities, updates, and best practices
Participate in regular training sessions to stay informed about the latest technological advancements and best practices in application support
Review user satisfaction post-resolution, such as surveys or feedback forms, to continually assess and improve the services desk's performance
Dependable, reliable, with a strong attention to detail
Work during designated shift in support of 24/7 coverage
An effective communicator who understands the importance of listening and being empathetic
Upholds a sense of customer service and measures client satisfaction
Inspire a team of agents to deliver excellent levels of individual/team performance and customer satisfaction
Ensuring that quality standards are upheld
Deliver the allocated part of the operation within agreed service levels and business targets
Ability to maintain confidential information
Work in collaboration with all team members to ensure completion of support tickets
Escalate any appropriate problems to problem manager & management
Develops clear communications skills, effectively sharing ideas and updates with team members and learning to receive feedback constructively
Ability to work and grow in a fast-paced environment
Demonstrates growing abilities in identifying, analyzing, and proposing initial solutions to technical problems, with a willingness to seek guidance when necessary
Shows eagerness to learn and adapt to new environments and technologies, taking on small-scale projects or tasks as a part of a taking on small-scale projects or tasks as a part of a team
Preferred
2-5 years' experience desired
Bachelor's Degree in Computer Science or equivalent work experience
Experience with the following technologies: Windows 10, 7, Microsoft Office
Certifications desired: ITIL Foundations, A+, HDI Support Center Analyst (HDI-SCA)
Benefits
Training Opportunities: We believe in lifelong learning and provide numerous avenues for skill enhancement.
Fully Invested 401K Plan: We help secure your future with a fully invested 401K plan.
PPO and HDHP Medical Plans: Choose the health insurance program that best fits your needs.
Employer-Paid Dental and Vision Plans: We cover dental and vision plans, ensuring our employees have access to comprehensive health care.
Onsite Fitness Center: Stay fit and healthy with our state-of-the-art fitness center.
Wellness Program: We promote a healthy lifestyle with our wellness program.
Catered Lunches: Enjoy delicious catered lunches regularly.
Company
Moser Consulting
People ask us what Moser Consulting does. But they like to frame our answer by saying what they think you deserve instead.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Tyron Moser
President/CEO
L
Lou Russell
Managing Practice Director / Learning
Company data provided by crunchbase