Help Desk Technician

Job Description

*Please review entire job description before applying*

Top Skills' Details

1. 1+ years of Experience in a customer facing service role- not internal customers, but external

2. 1+ years of some type of technical experience - helpdesk, desktop support, troubleshooting, degree in technology, bootcamp in technology, etc.

3. Ability to understand and be trained on technical information (not too technical of a role, but will have to understand it)- can demonstrate this by having a technical cert, coursework, or 1-2 years of experience etc.

3. CHECK SHIFT BELOW IN ADDITIONAL INFO **

Job Description

The merchant transaction team is responsible for monitoring millions of transactions daily. These four individuals will be monitoring transactions, troubleshooting issues to full resolution. This team will go through 2-3 months of training in order to be the escalation for the other analysts.

This team operates in a 24x7, 365 environment - they work within an Windows OS environment including, but not limited to, file transfers, MS Office Suite and Microsoft Outlook.

This team will be responsible for responding to roughly 200 emails per shift (collectively), and up to 10-50 tickets. Majority of the phone support is due to outbound calls (10-15 daily).

Additional Skills & Qualifications

Shift Options in AZ Time:

1 role: Front end nights (Sunday-Tuesdays and alternating Saturdays 6pm MST-6:30am MST).

1 role: back end nights: Wednesday-Friday and alternating Saturdays from 6pm MST to 6:30 am MST.

1 role: front end days: Sunday-Tuesdays and alternating Wednesdays 6am MST-6:30pm

2 roles: back end days: Thursday- Saturday and alternating Wednesday from 6am MST- 6:30pm

All training for all shifts will be Monday-Friday, 7am-4pm MST for approximately 6-7 weeks.

The position requires the following non-technical skills:

- Able to take initiative

- Team oriented individual who can work in a team environment

- Analytical thinking skills (how can I resolve this mentality)

- Ability to multi-task in high stress situations

- Ability to learn new tools and tasks