Service Desk Specialist (Hybrid, Austin, US)

Flash is looking for a Service Desk Specialist. The Service Desk Specialist is essential for handling complex issues, serving as a critical escalation point for urgent and/or complex issues. This role requires thorough information gathering based on the urgency and priority of each case before escalation to senior resources. The Service Desk Specialist candidate will be successful in this role if they have a technical and inquisitive nature, a strong sense of teamwork, and a desire to help resolve problems. This person is customer-service oriented with a strong sense of urgency and is comfortable in a fast-paced environment. Location: Austin office; Hybrid – 3 days in the office; Mon, Weds, Thurs. Remote on Sun & Tues. Travel: 0% Shift: Sunday-Thursday. (Hours will be: Sun 9 am-6 pm, Mon-Thursday 10 am- 7 pm) What You'll Do: Answer customer phone calls & emails, assist customers with a variety of issues, including basic and advanced software and hardware troubleshooting Accurately document & record customer calls and events (Call receipt, documentation entry, tracking, follow-up, escalations and reporting, shipping and dispatch requests) in the Flash's ticketing system (Freshdesk) Working on escalations either assigned directly or from the queue priority Answering questions in Slack, both DM and in channels Backlog/ticket cleanup. Closing old waiting on* tickets, follow up on open dispatches. What You Bring: Exceptional communication and soft skills Experience with troubleshooting methodologies and quality testing Prior help desk or call center experience required Decision-making and time management Experience in Support ticketing software Working knowledge of LAN/WAN networks Ability to work diligently and utilize problem-solving to fix issues and ensure functionality. Ability to read, write, speak, and understand the English language in a business environment. Comfortable with working autonomously and self-motivating Reliability, Accountability, Responsibility, and a team player Qualifications: At least 2+ years of client facing technical support experience High school diploma or equivalent Final salary will be determined based on the candidate's skills and experience level. Competitive Rewards Package includes: Comprehensive medical, dental, and vision insurance 401(k) with company match Paid time off and flexible work environment Opportunities for professional growth and development Flash is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, allow us to attract creatively-led people, and to develop the best products, services and solutions. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Every qualified individual is encouraged to apply to join our team. #J-18808-Ljbffr Parking Network BV