Apply Now Service Desk Specialist
2 weeks ago
Role: Service Desk Specialist providing technical support to global SaaS clients, working US time zone.
Responsibilities:
- Resolve application/system issues via troubleshooting and SQL queries.
- Manage incident tickets and communicate status updates.
- Conduct screenshare sessions for issue resolution.
- Escalate critical issues and manage SLAs.
- Maintain a Knowledge Base.
- Lead daily operations meetings.
- Manage and develop a support team.
Required Skills:
- Advanced English proficiency.
- 3+ years technical support in SaaS.
- SQL and advanced Excel skills (VLOOKUP, etc.).
- Call Center/WFM reporting experience.
- Ticketing system familiarity (FreshDesk, etc.).
- Managerial experience, including recruitment and training.
- Bachelor's Degree.
Desired Skills:
- ITIL certification.
- Ability to meet deadlines.
- Strong communication and leadership skills.
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