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Service Desk Representative
2 weeks ago
Service Desk Representative to join our growing company for a full time employment.
As a member of the
Client Support team you will be responsible for providing exceptional technical support and assistance related to our digital content management system (Digital Agent).
This is a Remote/Hybrid position working out of our Cochin Development Center.
We are looking for high-performing individuals who will:
- Collaborate with other disciplines across Customer Service, Engineering, UX, and Product to design and develop solutions
- Agile and innovative, who can thrive in an environment of change and ambiguity to help us take bold and strategic moves in this rapidly evolving industry.
- Problem solvers with the ability to analyze and prioritize to meet business objectives.
What will you do?
- Provides firstline support of triage queue and ticket management using our online client ticket tracking systems (ZenDesk / Jira).
- Follow up with other support staff involved in resolution to ensure requests are resolved and the customer communication is complete.
- Adhere to and supports Veriday's corporate standards, service levels, policies, and procedures
- Perform content updates in
Digital Agent on the behalf of the customer for those that have purchased the premium service. - Maintain and protect confidentiality regarding all aspects of corporate and client information.
- Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
What do you need to succeed?
- Proven experience in providing technical support or help desk assistance in a digital content management environment.
- Familiarity with content management systems (CMS) and digital asset management (DAM) platforms.
- Strong troubleshooting and problemsolving skills, with keen attention to detail.
- Excellent communication skills, both written and verbal, to effectively interact with users and team members.
- Ability to work independently and collaboratively in a fastpaced environment.
- Proficiency in documenting support processes and creating user manuals.
- Handson experience with HTML, CSS and Javascript. Other web technologies are a plus.
- A customercentric approach with a passion for providing outstanding service.
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