Help Desk Agent - Swing Shift

 

What You’ll Do

 

As a valued member of the Enterprise AI Support team, you will:

• Provide world-class support through customer tickets, ensuring timely and accurate resolutions.
• Troubleshoot issues remotely using internal dashboards and generative AI tools.
• Identify opportunities to enhance systems, efficiency, and customer experience.
• Collaborate cross-functionally and share best practices to strengthen the knowledge base.
• Continuously learn and adapt to emerging technologies.
• Please note this a 24x7x365 help desk so weekends, holidays may be required.

 

Basic Qualifications

• Minimum 1 year of experience in a help desk, technical support, or customer support role
• High School Diploma or equivalent
• Flexibility to work a rotating schedule (evenings, weekends, and holidays as needed)
• Strong written communication, analytical thinking, and multitasking skills
• US citizenship with eligibility to obtain a secret security clearance
• IAT level I certification (A+ or Network+) or able to obtain within 3 months

 

Preferred Qualifications

• Technical or customer support experience in a digital or SaaS environment
• Proficiency with Salesforce, Datadog, Notion, Stripe, or Retool
• Familiarity with SQL, Splunk, Domains, Chrome Developer Tools, and JSON
• Post-secondary education in Technology, Computer Science, or a related field an asset
• Tech-savvy, with the ability to learn and apply new tools quickly
• Excellent problem-solving and decision-making abilities

 

Professional Skills

• Analytical and solution-oriented mindset
• Excellent communication and interpersonal skills
• Adaptability and flexibility in a fast-paced environment
• High attention to detail and precision in troubleshooting
• Team player who thrives in a collaborative, high-performing environment