Findhelp · 3 hours ago
Help Desk Analyst
Austin, TX
Full-time
Onsite
Entry Level
2+ years expFindhelp, A Public Benefit Corporation, is changing the way people connect to social care. The Help Desk Analyst will play a crucial role in supporting the customer base by addressing and resolving a wide range of inquiries and technical incidents, ensuring effective communication and problem resolution.
ComputerInternetSoftware
Responsibilities
Perform incident triage and maintain ownership until resolved or escalated for further research
Build ongoing relationships with internal clients (CSM/CEM/Curation/Prodsup)
Answer and resolve incoming Helpdesk incidents via various channels (Chat, phone, email, etc.)
Proactively engage in outbound calls or video calls with customers & CBO as needed and when best suited for issue resolution
Continuously maintain ticket backlog, recording support activities in system of record (Jira) and follow up within customer and internal Service Level Agreement targets
Develop and refine a problem resolution mindset towards incident management (start with “what does this customer/CBO/CEM/CSM) really need here”) toberman example
Train on new and upcoming findhelp product features and processes to ensure the highest level of support. Assist in interdepartmental projects to ensure target deliverables are met
Develop a strong understanding of findhelp customer and CBO side requirements and processes
Work with leadership to improve skill sets and career development opportunities
Keep up to date with knowledge base articles and other product-related documentation
Manage multiple tasks in a fast-paced environment with competing priorities
Perform all other duties as assigned for the needs of the business
Identify and pursue opportunities for scaling and efficiency such as using automation and suggesting changes to team and company processes
Participate in internal process development, documentation creation and track progress
Onboard new team members on all aspects of HelpDesk functions and responsibilities
Qualification
Required
Strong trouble shooting skills required
Preferred
Minimum 2 years of experience preferred
Strong solutions-oriented communication and mindset
Customer focused, enthusiastic positive and service-oriented
Product focus- willing and able to dig-in and understand the nuance and details of our platform
Ability to work closely with diverse roles/team members including customer success, engineering, and community engagement
Strong problem solving and analytical skills
Self management, ability to prioritize work and stay organized through a high volume of requests
Ability to effectively communicate with customers, including de-escalating situations
Basic knowledge of HTML
Technical aptitude
Benefits
401k & equity grants
Free food and onsite gym at our Austin HQ
Paid parental leave
Competitive PTO & 10 paid holidays
Employee only paid Health, Dental, and Vision insurance
Dog-friendly office in Austin HQ
24/7 access to telemedicine and counseling
Book Purchasing Program
Culture Committee
Leadership Development Training
Paid Volunteering Time
Company
Findhelp
findhelp is a technology for connecting people to social care, findhelp seamlessly operates with existing systems.
201-500 employees
H1B Sponsorship
Findhelp has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2022 (1)
2020 (3)
Funding
Current Stage
Growth StageLeadership Team
Mukta Nandwani
Chief Technology Officer
Jaffer Traish
Chief Operating Officer
Recent News
Company data provided by crunchbase