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Help Desk Agent

RightStone Boise, ID
  • Expired: over a month ago. Applications are no longer accepted.

We are seeking a technical support specialist with a proven track record of delivering excellent customer service. This position is fast paced managing inbound technical customer & reseller service events remotely (phone, chat, email). You will be supporting HP commercial high-end printers & technologies which may include one or more product lines (HP PageWide XL, HP Latex, UV products). This roles purpose is to provide remote solutions that minimize our customers down time by avoiding wait and travel time necessary for onsite service. We support a very unique customer base each with mission critical attributes that rely heavily on our ability to adapt, meet our Service Level Agreements (SLA) while delivering world class customer service and complete technical resolutions. Skills Required:

  • Documented job history which includes a technical background encompassing both software and hardware knowledge, troubleshooting, problem solving, team collaboration, and customer service expertise. We are looking for candidates with support experience that exceeds basic level product support such as simple items like cell phones etc. This is not an entry level position and requires 2+ years of applicable experience.
  • Exposure to a variety of computer applications, data bases, remote access applications, and network configurations.
  • Exceptional communication skills needed to manage interactions with a culturally diverse customer & reseller base.
  • Ability to de-escalate and prioritize well interactions with customers while delivering world class customer satisfaction.
  • Prior experience within a care center / remote support center managing service events via a ticketing system.
  • Enthusiasm for investigating and resolving challenging issues, building a structured plan of action to resolve while keeping our customers informed on progress and delivering a positive outcome
  • Knowledge of structured methodology to resolve an issue such as 5-step troubleshooting.

Desired Skills:

  • Prior field service experience repairing, troubleshooting electro-mechanical commercial products on location at customer sites
  • Graphics and / or application support experience. Adobe suites, RIP software, print job configuration setup
  • Exposure to different media / substrate types, car wraps, banners, commercial prints
  • Previous Designjet, Latex or UV product experience

Applicants should be capable of working any shift from 6am -6pm Monday - Friday to be considered. Professionalism is that the root of our success and therefore, we are looking for well qualified candidates that have exemplary statuses in current or previous job roles. Product specific training will be provided to those with the appropriate background to excel in this role. This position for the right candidate has potential for advancement and longevity.

RightStone

RightStone is a multi-divisional staffing company that has provided a People Focused, Client Driven, and Market Aware foundation to the ever-growing hiring ecosystem since 1996. As a member of the CSSI Family of Companies we provide focused Centers of Excellence both in Technical Staffing and National Recruitment Services. RightStone is the right choice. If you are looking for your next work home or to staff your department – WE ARE ON IT! RightStone’s Excellence Centered approach to contract, contract to hire, and direct hire services across the CONUS is backed by industry leading processes. Processes that steer Candidate Engagement and Client Serving to Success. Candidate Engagement Center of Excellence: Powered by skilled recruiters and human resources professionals, RightStone engages candidates and employees at multiple levels. Bringing the benefits of our strategic partnerships along with best in class support to our people means one thing – Our people are the critical aspect of our business! Client Servicing and Delivery Center of Excellence: RightStone’s account professionals and operations teams bring measurable value to our client’s hiring needs. Through controllable workflows, focused and scalable delivery models, and adaptable labor desk coordination we bring a transactional dialog that truly speaks to our clients. Our dedicated focus to our clients brings our most valuable asset to them – Our people!

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Boise, ID
USA

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