Helpdesk Associate | International Gaming Account

Support Services Group is seeking a talented and dedicated Helpdesk Associate to join our International Gaming Account.

What You Will Do:

• Be the first point of contact for our valued customers, addressing their queries and concerns with a focus on prompt and effective solutions.
• Utilize your excellent communication skills to convey solutions clearly and concisely to customers, ensuring they fully understand and are satisfied with the resolution.
• Recognize when issues require additional expertise and escalate them to the appropriate level of support while maintaining ownership of the problem.
• Efficiently track, route, and redirect issues to the correct resources, ensuring a streamlined resolution process.
• Keep customer records up-to-date and generate activity reports, contributing to the overall improvement of our support services.
• Guide customers through step-by-step troubleshooting processes, demonstrating patience and professionalism.
• Follow up with clients to ensure their satisfaction, provide feedback, and see issues through to resolution, reinforcing our commitment to excellent customer service.
• Preserve and enhance your knowledge of help desk systems, products, and services to stay at the forefront of industry advancements.
• Identify opportunities for procedure modifications or improvements, contributing to the continuous enhancement of our support services.
• Maintain accurate and detailed records of customer interactions, ensuring proper documentation and closure of all issues.

About You:

• Demonstrated working experience in providing help desk support.
• Must be a BS degree in Information Technology, Computer Science, or equivalent if no previous experience as a Helpdesk or equivalent position.
• Strong client-facing and communication skills, enabling you to effectively interact with customers and colleagues.
• Proficient in English with a working knowledge of help desk software, databases, and remote-control tools.
• Advanced troubleshooting and multi-tasking skills, allowing you to address challenges efficiently and effectively.
• Customer service orientation that goes above and beyond to exceed customer expectations.

If you are ready to embark on a rewarding career with a company that values innovation, teamwork, and customer satisfaction, then we want to hear from you!