Helpdesk Technician

Job Title

Duties and Responsibilities

• Provides excellent customer service to all customers.
• Fields incoming help requests from end users via a variety of intakes (phone, email, etc.)
• Documents all pertinent end user identification information, including name, department, contact information, and nature of request or incident.
• Records, tracks, and documents the Incidents and requests in the ticketing tool. Ensure all successful and unsuccessful decisions made, and actions taken, through to final resolution have been captured in the ticket.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Identifies and escalates critical incidents.

Required Skills

• Strong written and oral communication skills.
• Interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Strong documentation skills.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Analytical and problem-solving abilities.
• Ability to prioritize and execute tasks in a high-pressure environment.

Qualifications

• HS Diploma or equivalent required
• Relative work experience

Supervisory Responsibility

• None

Working Condition

• Remote Setting

Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.