IT Help Desk - Level 1

This position will provide direct and indirect assistance to ecommerce customers via telephone, email, and chat. Ensure trouble-free use of available e-commerce ordering and services. Assist in identifying, investigating, researching, isolating, and resolving user questions and ecommerce service problems. Serve as a liaison between ecommerce customers and systems developers, sales, marketing, and other departments as necessary. Acts as the first level technical support for end user software and hardware problems. Receive telephone calls/emails from customers experiencing difficulties utilizing Henry Schein eCommerce platforms. Escalate unresolved issues to appropriate team via ServiceNow ITSM or Salesforce CRM..Log all incidents.

KEY RESPONSIBILITIES:

· Receive phone calls and emails from customers who are experiencing technical difficulties.

· Ticket all communications within our Enterprise Service Desk systems

· Provide direct and indirect assistance to ecommerce customers and field sales calling on behalf of the customers, via telephone and email to ensure trouble-free use of available ecommerce services.

· Provide level 1 troubleshooting via call, chat or email and route all issues that cannot be resolved to the appropriate team.

· Assist with the setup Scanners and ecommerce mobile applications in addition to providing instructions to the users on system features, functions, and other capabilities

· Install ecommerce software and software upgrades to customers via Remote desktop tools

KNOWLEDGE:

Apply acquired job skills and company policies and procedures to complete assigned tasks.

JOB COMPLEXITY:

Work on assignments that are semi-routine in nature but recognize the need for occasional deviation from accepted practice.

SUPERVISION:

Work under minimal supervision and follow standard procedures and written instructions to accomplish assigned tasks.

WORK EXPERIENCE:

Typically 0 to 1 years of related experience.

PREFERRED EDUCATION:

General education, vocational training and/or on-the-job training. Bachelor’s degree preferred.

GENERAL SKILLS & COMPETENCIES:

· Good time management skills and the ability to prioritize work

· Attention to detail and accuracy

· Customer service oriented

· Interpersonal communication skills

· Plan and arranges activities

· Good written and verbal communication skills

· Ability to maintain confidential information

· Ability to work in a team environment

· Ability to multi-task

SPECIFIC KNOWLEDGE & SKILLS:

· Knowledge of PC hardware

· Knowledge of Windows Operating Systems

· Microsoft Office

· Basic understanding of networking technologies

· Ability to adapt to new applications and technology quickly