Job Description
Location: Franklin, TN
This is an on-site in person position ; candidates must be able to commute or willing to relocate to the area.
Salary: $50,000.00 - $70,000.00 per year
Position Overview
Ariento, Inc. is seeking multiple Support Technicians to join our newly established Nashville team! Technicians provide enterprise-level assistance to our customers, diagnose, and troubleshoot technical issues, answer queries and provide solutions.
Key Responsibilities
- Provide technical support via phone, emails, chat and text using Zendesk ticket platform
- Serve as the first point of contact for customers seeking assistance
- Responsible providing accurate and professional resolution on all supported issues promptly, within SLAs
- Systematically troubleshoot technical issues to narrow down cause and provide solutions
- Explain technical issues/concepts to non-technical customers
- Escalate problems as needed or when required
- Serve as subject matter expert for Ariento’s products and services and advise customers when they have questions or recommendations is warranted
- Record, track, and document the helpdesk ticket problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
- Ask customer targeted questions to quickly understand the root of the problem
- Prioritize and manage several open issues at one time
- Follow up with clients to their issues are fully resolved after troubleshooting
- Provide excellent customer service as measured by NPS and CSAT
- Provide input for the product team on the development of new product features
- Document knowledge base articles to ensure repeatable best practice support efforts
- Work with end users and vendors to resolve issues.
- Contribute knowledge of trending and/or major issues.
- Participate in cross training sessions, both leading and learning.
- Accurately and efficiently document support issues and resolutions in the ticketing system.
- Contribute to conversations with the leadership team around process development/improvement for support strategies.
- Other duties as assigned.
Required Qualifications
- Associates or bachelor’s degree in IT related field or equivalent combination of related education, training, and experience
- 1 year of Help Desk experience (Preferred)
- Ability to commute to the Franklin, TN office.
- Ability to systematically diagnose and troubleshoot technical problems
- Excellent oral and written communication skills
- Strong attention to detail
- Strong customer service skills and experience in customer service type job
Preferred Skills & Certifications
- Experience with Microsoft 365 administration
Job Type: Full-time
Work Location: In-person in the Franklin, TN office.
Benefits:
- 401(k)
- Paid time off
- Health insurance
- Optional Dental and Vision insurance
Compensation Package:
- Profit sharing
- Annual pay
Job Tags
Full time, Work at office, Relocation,