Help Desk Technician

Help Desk Technician

We are looking for a Help Desk Technician who will be responsible for delivering exceptional front desk role, maximising customer satisfaction, and building and improving customer relationships.

Lose Design, a multi-disciplinary design firm, is seeking a dynamic and organized individual to join our office and help serve existing clients in the area and to expand our services to new clients. We have an exciting opportunity for an experienced Help Desk Technician to join the team.

Joining our team as a Help Desk Technician, you will be responsible for managing customer enquiries, providing job progress updates to customers, and work scheduling to meet customer requirements and in line with KPIs. This is a highly customer-facing role where you will build relationships with your customers.

Duties:

• Reply to incoming calls from customers including products and service questions and general information.
• Refer to customer scripts when working through difficult situations.
• Follow and where possible improve departmental processes and company service standards.
• Ensure that all databases are kept up-to-date with progressing work and client details.
• Utilize standard technology such as telephone, e-mail, and web browser to perform job duties.
• Participate in individual and team training/ meetings to ensure policy and company product knowledge are up to date.
• Keep track of customer accounts and make updates with new account information as necessary.
• Provide thorough follow-ups to customer interactions, ensuring customer satisfaction.
• All other duties and responsibilities as assigned.

Qualifications:

• Previous work in a customer-facing position.
• High school diploma, G.E.D. or equivalent.

Required Skills:

• Excellent customer service skills and attitude.
• Problem-solving skills.
• Proficient with office equipment.
• Attention to detail.
• Excellent written and verbal skills.
• Excellent interpersonal skills.

Requirements:

• Knowledge of Office Suite preferred.
• Self-motivated and team-orientated.
• Previous customer service experience.
• Must have access to reliable transportation.
• Ability to work as a member of a team.

Benefits:

• Competitive Pay.
• Career Development.
• Holidays: 25 days + bank holidays.
• Pension Scheme.
• Paid Time Off (PTO).
• 401(k) fixed contribution.
• Life Insurance.

At Lose Design, we create SPACES FOR LIFE, which supports the most fundamental human needs to live, work, and play. We approach each project with the needs of both the client and community in mind, which allows for a balance between budget, function, and aesthetics. We work collaboratively and are dedicated to creating a work environment that promotes staff growth and enlightenment in all phases of the design process, expands knowledge of technical proficiencies for each design discipline, and fosters a work environment that extends beyond the office and into the communities where we live.