Help Desk Specialist (Job #33366)

InnoSource is seeking a Help Desk Specialist to manage support tickets, provide first-level assistance, and assist users via phone and the company website.

Responsibilities

• Track and maintain support tickets from assignment to resolution
• Answer incoming inquiries via phone
• Document and record all incoming calls
• Provide first level support for the website
• Provide direct phone support for users and customers
• Walk users through printing and queuing financial documents
• Diagnose operational problems to determine if user error or if the system is not working as designed
• Educate users
• Escalate system problems
• Address common Point-of-Sale, adjustments, cancel and rebill documents not taking approval numbers
• Maintain a high level of measurable service levels, including first call resolution and abandon rates

Requirements

• Must possess strong organizational, communication and time management skills
• Effective listening skills and collaboration skills
• Strong analytical and problem-solving skills
• Strong customer service skills
• Ability to build confidence and maintain relationships
• Bachelor's degree in Information Technology or Computer Science (preferred)

Technologies

• MS Office products
• Lotus Notes Database
• Web browsers

Benefits

• Health Insurance
• Dental Reimbursement
• Life Insurance
• 401(k)

Work Location

• Hybrid remote in Akron, OH 44316