Help Desk Support Technician

COMPANY DESCRIPTION 

Realtime offers the most flexible cutting-edge Retail Management Solutions that encompass sales, inventory management, frontline employee management and engagement, payments, business intelligence, and digital automation tools for the wireless industry. We support Fortune 500 companies, unify their customer experience, and remove pain points across multiple retail touch points. Realtime prides itself on fostering a team-oriented culture and a dynamic work environment where team members are set up to make meaningful contributions across the organization.   

Job Summary 

As a help desk support technician, you will be the first point of contact for our customers who need assistance with their computer-related issues. You will communicate with them via phone, email, or chat, and use your technical skills and knowledge to diagnose and resolve their problems. You will also document the customer interactions, escalate complex issues to higher-level support, and follow up with customers to ensure their satisfaction. 

Responsibilities:

• Serve as the first point of contact for employees who need technical assistance with their computer systems, software, or hardware. 

• Communicate with employees via phone, email, or chat, and provide clear and courteous instructions and information. 

• Perform remote troubleshooting using diagnostic tools and techniques and ask relevant questions to determine the root cause of the problem. 

• Provide effective solutions based on the issue and the employee needs and guide them through the steps to implement them. 

• Document the employee interactions, the problem description, the solution provided, and the resolution status in the help desk system. 

• Escalate complex or unresolved issues to the next level of support, and coordinate with them to ensure timely resolution. 

• Follow up with employees to verify that the problem has been solved and provide additional assistance or information as needed. 

• Maintain a high level of technical knowledge and stay updated on the latest products, services, and technologies. 

• Identify and suggest possible improvements on the help desk procedures and processes. 

Qualifications:

• Experience working as a help desk technician or a similar customer support role in a technical environment. 
• Proficient in using various computer systems, software, and hardware, such as Windows, Mac, iOS, Android, Microsoft Office, antivirus, etc. 

• Familiar with common technical issues and troubleshooting methods, such as network connectivity, printer configuration, software installation, password reset, etc. 

• Excellent oral and written communication skills, with the ability to explain technical concepts in simple and understandable terms. 

• Customer-oriented and empathetic, with the ability to handle difficult or frustrated customers professionally and politely. 

• Detail-oriented and organized, with the ability to document and track customer interactions and issues accurately and efficiently. 

• Ability to work independently and as part of a team, and to prioritize and manage multiple tasks and deadlines. 

• Willingness to work flexible hours, including nights, weekends, and holidays, as needed. 

• Experience working with Microsoft Defender to ensure highly secure user desktop experience 

• Deployment experience using Microsoft Intune 

Compensation: $50,000- $55,000 annually, plus a target 5% annual performance bonus which will be based on the employee's and company's performance. Final compensation will be based on the candidate's experience and qualifications.

Our compensation structure considers various geographical markets within the United States. The base salary for this role reflects the typical expected earnings. However, the final compensation package will be determined by several factors, including your location, job-specific expertise, skills, experience, and other relevant job-related considerations.

WHAT WE OFFER 

• A unique opportunity to shape the journey of Realtime

• Working within a rapidly growing, game-changing business 

• Remote, flexible working options  

• Competitive compensation 

• Generous STI and LTI provisions   

• Health, Dental and Vision Insurance 

• Paid Annual Leave  

• Paid Sick Leave 

• 401K