Service Desk Representative

10 hours ago

Kochi, India Veriday Inc. Full time

We are looking to hire a **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). You will be the first point of contact for customers seeking help with content management changes and/or issues. You will play a crucial role in ensuring the smooth operation and accessibility of digital content for the customer. Your expertise in troubleshooting, training, and proactive support will contribute to efficient management and client satisfaction.

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 first-line 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 problem-solving 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 fast-paced environment.
- Proficiency in documenting support processes and creating user manuals.
- Hands-on experience with HTML, CSS and Javascript. Other web technologies are a plus.
- A customer-centric approach with a passion for providing outstanding service.

We offer a competitive salary, casual work space, and great people to collaborate with. If this job sounds perfect for you, please apply.

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