Level 1 Helpdesk Technician

PERRY proTECH -
Lima, OH

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Job Details

8 hours ago

Benefits

Employee stock ownership plan

Qualifications

Customer support
Technical Proficiency

Full Job Description

Become an Employee-Owner at PERRY proTECH! As a Level 1 Helpdesk Technician, this person will serve as the first point of contact for clients seeking technical assistance over the phone, via email. or ticketing system.

About the Role:

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

Provide client support and troubleshooting on technical issues at a level consistent with performance expectations
Respond to requests for technical assistance via phone, email, or the ticketing system.
Analyze client needs, recognize business opportunities, and influence sales volume growth.
Perform remote troubleshooting though diagnostic techniques and pertinent questions
Prioritize first call resolution to maximize client satisfaction and minimize escalation needs.
Log all internal and external client interactions, noting troubleshooting, resolution, or escalation.
Follow up with customers and users to complete the resolution and ensure customer satisfaction.
Provide training to customers on products installed.

Requirements & Qualifications:

Excellent customer service skills
Excellent time management abilities
Strong technical and analytical abilities
Detail-oriented & organized
Excellent problem-solving skills and a solutions-oriented mindset
Ability to handle difficult or emotional customer situations
Self-motivated, flexible, and takes initiative
Excellent verbal and written communication skills
Associate degree or equivalent experience in a relevant technical field
Field Engineer FE Grade 2
MCSE or equivalent experience is a plus
Previous experience in a help desk or customer service support position

Why Join our Team of Employee Owners?
We are proud to be employee owned! Employees of PERRY proTECH share in ownership through our Employee Stock Ownership Plan (ESOP.) Our ESOP is an additional retirement benefit that holds stock in our company. When the company does well, our employees share in the rewards of our success.

You will be part of a winning team and participate in our Employee Stock Ownership Plan (ESOP), an added retirement benefit that is completely paid for by PERRY proTECH. Our ESOP shares the wealth with our dedicated employees and makes us a healthy stable employer!

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