Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Position: Help Desk Account Manager - Hybrid Schedule
The Help Desk Account Manager is an essential member of our team who is responsible for ensuring a seamless experience for our members. In this role, you will play a critical role in building strong relationships with our member brokerages. You will serve as the primary point of communication between our organization and our members, providing top-notch customer support via phone, email, and chat.
As the Help Desk Account Manager, you will also be responsible for providing platform training, listing guidance, and technical assistant related to MIBOR technology products and systems. You will be expected to troubleshoot technical issues, answer policy questions, and provide prompt solutions to ensure our members can effectively utilize our products and services.
In addition to technical support, you will be responsible for building and maintaining strong relationship with assigned brokerages. You will serve as a trusted advisor to our members, providing guidance and recommendations to help them best serve their clients while maintaining accurate, timeliness and dependable listing data.
Overall, the Help Desk Account Manager is a critical role within our organization. The ideal Candidate will be an excellent communicator with a strong technical aptitude and a passion for delivering exceptional customer service. If you are a self-starter who thrives in a fast-paced environment, we encourage to apply for this exciting opportunity to join our team.
Responsibilities:- Provide platform training, listing guidance, general technical assistance and hardware support related to MIBOR technology products and systems, computer systems, hardware and software. Provide first-line customer service contact via phone, email and chat. Create detailed tickets, resolution notes and contributing knowledge based articles to serve the needs of members. Answer queued phone calls to support brokerage leadership, as needed, to maintain the highest level of service for each assigned account.
Requirements:- At least two years of experience in a customer service or support role.- Strong verbal and written communication skills.- Ability to manage multiple tasks while maintaining a high level of accuracy and attention to detail.- Knowledge of CRM systems, data entry, and work in a technology-enabled environment.- Ability to work in a fast-paced environment and adapt to change.
Qualifications:- Comfortable working in both in-office and remote settings.- Availability to work flexible hours if necessary.- Excellent verbal and written communication skills required.- Ability to work independently and collaboratively with a team.
Benefits:- Medical, Dental, and Vision Insurance- 401(k) Match- Paid Time Off- Disability and Life Insurance- Health Savings Account- Learning and Growth Opportunities
This is a great opportunity for candidates seeking a challenging customer service role working with a great team. If you believe you have the right skill set and work ethic, please submit your application today. We look forward to hearing from you.