Help Desk Advisor

Help Desk Advisor role in Arvada, CO (onsite) supporting customers and troubleshooting car wash system failures to reduce downtime.

Responsibilities

• Serve as the first level contact for customers and guide them through the problem solving process
• Provide first level technical assistance and work to resolve issues efficiently
• Escalate unresolved issues to the next level of support
• Track route and redirect problems to the correct resources
• Update customer data and create/maintain activity reports
• Follow up with customers, collect feedback, and drive issues through to resolution
• Use strong customer service skills to meet and exceed customer expectations
• Ensure accurate recording, documentation, and closure of support activity
• Recommend procedure modifications or improvements based on recurring issues
• Maintain and expand knowledge of help desk procedures, products, and services
• Support a rotating weekend schedule
• Complete other assigned duties

Requirements

• High School Graduate
• Customer service experience in a call center environment
• Help desk support experience
• Proficiency with MS Office tools: Excel, Word, MS Outlook, MS PowerPoint
• SAP preferred (not required)
• Excellent written and verbal communication skills
• Ability to read and comprehend documents and simple instructions

Technologies

• MS Office: Excel, Word, MS Outlook, MS PowerPoint
• SAP

Benefits

• Medical, dental, and vision insurance
• 24/7 virtual care and mental health support via Teladoc
• Tax-advantaged HSA and FSA savings options
• Company-paid Short-Term Disability
• Company-paid Long-Term Disability
• $25,000 in Life/AD&D insurance at no cost to you
• 401(k) plan with company matching
• Accrued Paid Time Off (PTO)
• Paid sick leave
• Paid company holidays
• Voluntary accident and critical illness insurance
• Professional development opportunities
• Opportunity to work with industry-leading technology in a team-oriented environment

Physical Requirements

• Ability to lift and/or move up to 20 lbs.
• Ability to stand, walk, bend, kneel, stoop, crouch, and use hands to grip regularly
• Specific vision abilities required: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
• Ability to sit for extended periods of time
• Maintain professional appearance and grooming standards as outlined
• Ability to actively listen and comprehend verbal conversations for extended periods of time

Pay: USD 22 - 25 per hour.