Tier 1 Help Desk Technician (Pacific Time Zone Shift)
关于 Darkhorse Tech,Darkhorce Tech 为客户提供全面的牙科专业 IT 服务，包括持续支持 （管理服务）,初创项目和扩张 （规划，设计，构建）以及软件和硬件销售和维护。作为行业领导者，我们与所有服务于牙科社区的先进技术公司建立了并继续培养关系。我们的公司是由创始人兼首席执行官鲁宾·坎普创立的，他离开了一家全国性的牙科 IT 公司，以建立一个基于关系的版本的经理服务提供商 (MSP),该版本会与其客户创造真正的合作伙伴关系。根据我们13多年的经验，我们现在在全国范围内为超过1400名客户提供服务，并继续看到巨大的增长，同时专注于保持对我们的牙科实践合作伙伴的无与伦比支持。随着整个国家现场技术人员，我们提供亲身以及远程支持。关于你的服务首先。提供典范性服务意味着承认它。你是否已推迟了电话给你的手机公司，因为等待，要求一个管理员只为了解决方案而战似乎是疲劳？你是否曾经被一个服务组织愉快地惊，在此时你的电话得到有效处理，并认可你是他们的首要任务，因为你 （作为客户）是其业务的生命脉？这些方法有着巨大的差异，后者建立了对任何业务健康至关重要的忠诚和信任。你是解决方案导向和负责任的人。当有机会解决问题时，你遵循服务标准并快速提供解决方案，如果你不能，你可以升级问题，并提醒你的经理对你的知识和成长需求/愿望 - 所有这些都是在专业和吸引人的方式与客户沟通的过程中。我们的团队的一部分！虽然服务门票是个别地处理的，但我们的工作人员总是准备好互相支持，因为我们都在努力实现相同目标。我们一起为客户提供一个水平的服务，这是我们的梦想，而我们站在后面。帮助桌技术员摘要 作为帮助台技术员，你将通过电话，电子邮件和聊天协助客户解决技术问题。你将与客户建立关系并帮助他们找到解决方案，同时提供卓越的客户服务。在这个角色中，你将获得更多信息。
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About Darkhorse Tech
Darkhorse Tech provides comprehensive Dental-Specific IT services to our clients including ongoing support (Managed Services), startup projects & expansions (planning, design, buildouts) as well as software & hardware sales and maintenance.
As a leader in the industry, we have created and continue to foster relationships with all leading-edge technology companies servicing the Dental community. Our company was created by founder and CEO, Reuben Kamp who left his job at a nationwide Dental IT company to build a relationship-focused version of a Managed Service Provider (MSP) which creates true partnerships with it’s clients.
Constantly building on our 13+ years of experience we are now servicing over 1400 clients nationwide and continue to see massive growth while focusing on maintaining unparalleled support for our Dental Practice partners. With technicians on the ground throughout the country we offer in-person as well as remote support.
About You
Service first. Providing exemplary service means recognizing it. Have you put off a call to your cell phone company because the idea of waiting on hold, requesting a manager only to fight for a solution seems exhausting? Have you ever been pleasantly surprised by a service organization where your call is addressed efficiently, with care and acknowledgement that you are their top priority because you (as a client) are the lifeblood of their business? There is a huge difference in these approaches, and the latter builds loyalty and trust which is vital to the health of any business.
You are solution-oriented and accountable. When given an opportunity to address an issue you follow service standards and quickly provide a solution, if you can’t you are able to escalate the issue and alert your manager to your need/want for knowledge and growth - all while communicating progress in a professional and engaging manner with the client.
Part of our team! While service tickets are addressed individually our crew is always ready to support one another, you will both receive and provide help as we are all working toward the same goal. Together we provide a level of service that our clients dream of and that we stand behind.
Help Desk Technician Summary
As a Help Desk Technician, you will assist clients with technical issues via phone, email, and chat. You will build relationships with clients and help them find solutions while providing exceptional customer service. In this role you will gain exposure to a wide variety of products and services because we assist our clients with technical problems concerning hardware, software, peripheral equipment like phones and printers, and specialized dental imaging products. We also manage routine maintenance and installations for our clients throughout the country.
Responsibilities
- Provide excellent customer service via phone and remote technical support
- Walk clients through diagnostic procedures to identify and resolve errors
- Communicate with vendors to request service, update, and resolve open tickets
- Adhere to established methods for responding to and documenting support requests
- Perform maintenance tasks on end user devices
- Provide ongoing user training and self-fix solutions to clients
- Set up, troubleshoot, and configure PCs, printers, peripherals, and network equipment
- Handle technical requests such as password resets, drive mapping, and user accounts setup
- Provide limited Saturday coverage as part of an on-call rotation schedule
- Perform Tier 1 troubleshooting, configuration, and administration pertaining to clients’ printers, wireless network configuration, server-based print queues, antivirus and firewall programs, Microsoft Windows 7 and newer operating systems, Microsoft Office 2010 and newer; Microsoft Office 365; Apple OS, and more
Qualifications and Skills
- Excellent verbal and written communication skills
- Proven time management skills
- Proven reliability and the ability to work independently
- Excellent customer service skills
- Problem solving and troubleshooting skills
- 1-2 years of tech support experience is preferred
- 1-2 years of customer service experience
- Bachelor’s degree in Information Technology or Computer Science is preferred
Hours: 11:00am to 8:00pm EST
Salary: $40,000 – $45,000 / yearOriginally posted on Himalayas