Responsibilities and Duties:

• Perform incident triage and maintain ownership until resolved or escalated for further research. 
• Build ongoing relationships with internal clients (CSM/CEM/Curation/Prodsup)
• Answer and resolve incoming Helpdesk incidents via various channels (Chat, phone, email, etc.) 
• Proactively engage in outbound calls or video calls with customers & CBO as needed and when best suited for issue resolution
• Continuously maintain ticket backlog, recording support activities in system of record (Jira) and follow up within customer and internal Service Level Agreement targets. 
• Develop and refine a problem resolution mindset towards incident management (start with “what does this customer/CBO/CEM/CSM) really need here”) toberman example.
•  Train on new and upcoming findhelp product features and processes to ensure the highest level of support. Assist in interdepartmental projects to ensure target deliverables are met. 
• Develop a strong understanding of findhelp customer and CBO side requirements and processes. 
• Work with leadership to improve skill sets and career development opportunities. 
• Keep up to date with knowledge base articles and other product-related documentation. 
• Manage multiple tasks in a fast-paced environment with competing priorities. 
• Perform all other duties as assigned for the needs of the business.
• Identify and pursue opportunities for scaling and efficiency such as using automation and suggesting changes to team and company processes
• Participate in internal process development, documentation creation and track progress
• Onboard new team members on all aspects of HelpDesk functions and responsibilities

Qualifications:

• 5  years of experience preferred
• Strong solutions-oriented communication and mindset
• Customer focused, enthusiastic positive and service-oriented 
• Product focus- willing and able to dig-in and understand the nuance and details of our platform 
• Ability to work closely with diverse roles/team members including customer success, engineering, and community engagement. 
• Strong problem solving and analytical skills 
• Self management, ability to prioritize work and stay organized through a high volume of requests 
• Ability to effectively communicate with customers, including de-escalating situations
• Basic knowledge of HTML