Service Desk Consultant Edtech SAAS

InPlace Software is a global software company that specializes in industry based learning products and initiatives around the world. The North American office is based in Colorado with the company's world head office located in Melbourne, Australia.

Job Description: Service Desk Consultant

We are looking for technically skilled candidates with excellent interpersonal skills for the service desk consultant position. Service desk consultants troubleshoot technical issues, provide timely customer feedback, and support the roll-out of new enhancements and features, among other duties.

Moreover, our consultants will need to talk to customers directly conducting regular client calls to help streamline process and promote product adoption, as well as create written documentation, requiring excellent written and verbal communication.

Responsibilities:

• Identifying issues within the product and collaborating on solutions.
• Troubleshooting technical issues.
• Speaking to customers to quickly get to the root of their problem.
• Providing timely and accurate customer feedback.
• Talking customers through a series of actions to resolve a problem.
• Following up with clients to ensure the problem is resolved.
• Providing support in the form of procedural documentation.
• Conduct regular client calls.
• Managing multiple cases at one time (via chat, tickets, email, etc).

The position is hybrid (3 days in office, 2 days work from home) in our Denver office location which is located in RiNo and the salary is $54,000.