Optimize Search Group · 23 hours ago
Help Desk Analyst
Waco, TX
Contract
Hybrid
New Grad, Entry LevelOptimize Search Group is looking for a Help Desk Agent to support internal brand operations and external customers with product training and expertise. The role involves responding to support requests through various channels and maintaining accurate records of all interactions.
Staffing & Recruiting
Responsibilities
Support all internal brand operations, franchise owners and external customers with product training, knowledge, and expertise
Respond to support requests via live chat, email, and phone call
Keep accurate records of all support requests, internal research and applied resolutions using the appropriate ticketing system, Freshdesk
Ensure issues are resolved in a timely manner in accordance with Service Level Agreements (SLA)
Assist with testing and/or documentation of new products or enhancements
Qualification
Required
Support all internal brand operations, franchise owners and external customers with product training, knowledge, and expertise
Respond to support requests via live chat, email, and phone call
Keep accurate records of all support requests, internal research and applied resolutions using the appropriate ticketing system, Freshdesk
Ensure issues are resolved in a timely manner in accordance with Service Level Agreements (SLA)
Assist with testing and/or documentation of new products or enhancements
Customer Service
General knowledge of Windows Environments (Windows 10 or newer)
General knowledge of Web browsers (Google Chrome, Microsoft Edge) and their basic settings/options
Strong computer literacy skills with an emphasis on software knowledge and use
Diagnostic and analytical skills for software
Professional tone and phone/email presence, with clear communication ability
Ability to work well under pressure to meet required timelines
Proficiencies with time management
Sense of urgency; maintain a positive attitude
Service-oriented attitude
Detail-oriented
Patience
Active listening
Problem solving
Adaptability and ability to take direction
Critical thinking
Strong ability to multitask
Preferred
General knowledge of Intuit QuickBooks Online
General knowledge of ticketing systems and documentation
General knowledge of Point-of-Sale systems
Associate degree
Company
Optimize Search Group
Optimize Search Group is a leading talent solutions provider focused on creating partnerships that drive results for our clients and candidates in our specialty areas in Information Technology, Accounting and Finance, Legal, and Executive Search.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Andre Hardowin
Senior Partner | Technical Recruiting
Anthony Catalano
Partner - Retained and Executive Search
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