Help Desk Support Representative

4 days ago

bangalore, India WrkSpot Full time

Help Desk Support Representative & UAT Tester
Bangalore India
Reports to: Customer Success Lead & Head of Customer Success

WrkSpot is a technology company reinventing hotel operations by seamlessly integrating operations with labor management and compliance across multiple properties in a single SaaS solution. Using IoT and AI, we transform hotels into smart properties, giving owners, managers, and management companies more efficiency, effectiveness, and visibility into what is happening at their properties by connecting, collaborating, and documenting across roles and teams. For more information, visit www.wrkspot.com .

The Role

Can you resolve technical issues with ease and provide exceptional customer service? Are you a problem-solver who thrives in a fast-paced environment? Our Help Desk Support Representative position is an exciting opportunity for you

We are looking for time flex for our US customers. 2-3 days during the week we are looking for this resource to work 5pm - 1am IST.

1. Technical Support Excellence: Serve as the first point of contact for customer technical support via phone, email, or chat, delivering prompt and effective solutions for hardware, software, and network issues.
Outstanding Customer Service: Build strong customer relationships with friendly, attentive, and empathetic support, consistently aiming to exceed expectations.
Issue Documentation & Tracking: Accurately log all customer interactions, document troubleshooting steps, and contribute to a growing knowledge base with FAQs and technical resources.
Complex Problem Solving: Collaborate with software, network, and QA teams to resolve advanced issues, ensuring clear escalation and communication of customer feedback.
UAT Testing Support: Assist in identifying and addressing issues during UAT testing for mobile and web applications.
Help Desk Training Resources: Create user-friendly help desk articles to streamline troubleshooting and enhance the user experience.
Continuous Learning: Stay current with software updates, industry trends, and new products, actively participating in training and sharing insights to elevate support quality.

What we Require

1. Technical Proficiency: Strong understanding of computer hardware, software, and network configurations Knowledge of operating systems (Windows, macOS, and Linux), productivity applications, and troubleshooting methodologies. Familiarity with remote support tools and ticketing systems such as Zendesk is a plus.

2. Exceptional Communication Skills : Excellent verbal and written communication skills with the ability to clearly explain technical concepts to non-technical individuals, active listening skills to understand customer needs and concerns effectively. Fluency in additional languages, such as Spanish, is an advantage.

3. Customer-Focused Mindset : Passion for delivering outstanding customer service and resolving issues with patience and empathy. Ability to handle challenging situations with professionalism and maintain composure under pressure.

4. Problem-Solving Abilities : Strong analytical and problem-solving skills to efficiently diagnose and resolve technical issues. Ability to think critically and adapt to various situations, applying logical troubleshooting steps to reach effective solutions.

5. Team Player : Demonstrated ability to work collaboratively with cross-functional teams to resolve complex technical problems. Willingness to share knowledge, learn from others, and contribute to a positive team environment.

6. Time Management and Prioritization : Effective organizational skills to manage multiple customer interactions simultaneously. Ability to prioritize tasks, meet deadlines, and maintain attention to detail.

7. Experience and Education : Previous experience in a technical support or help desk role is required. A degree in computer science, information technology, or a related field is advantageous but not mandatory.

WrkSpot is an Equal Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression or status, age, veteran status, disability, or other applicable legally protected characteristics

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