Help Desk Support
Job Title: Help Desk Support THIS IS A NIGHT SHIFT POSITION IN SAN ANTONIO, TEXAS!
Job Description
The team has implemented a ticketing system that customers utilize for inquiries, requests, or issues. This role involves receiving customer tickets, assessing their needs, and rerouting them to the appropriate team.
Responsibilities
- Receive and assess customer tickets.
- Reroute customer tickets to the appropriate team.
- Communicate directly with customers and internal teams.
- Capture and document customer requests accurately.
- Pull performance metrics for review.
- Troubleshoot and resolve customer issues, escalating when necessary.
- Identify and assess trends in customer issues.
- Manage multiple tickets and prioritize tasks based on urgency and impact.
- Ensure accurate ticket documentation and follow-through.
Essential Skills
- Process improvement
- Analytics
- Customer service skills
- Analytical skills
- Problem-solving abilities
- Organizational skills
- Customer-centric mindset
- Metrics-driven performance
Additional Skills & Qualifications
- Customer service experience (call center experience preferred)
- Strong written and verbal communication skills
- Experience with key performance indicators (KPIs) such as ticket resolution time, first response time, and customer satisfaction (CSAT) scores
- Basic understanding of troubleshooting and resolving customer issues
- Strong analytical and critical-thinking skills
- Proactive approach to identifying trends in customer issues
- High school diploma
Work Environment
Will be working in an office setting 5 days a week. Dress is business casual. The schedule is Sunday – Thursday (8hr shift) 9pm – 6am (1hr lunch) or Tuesday – Saturday (8hr shift) 11pm – 8am (1hr lunch). Pay and Benefits The pay range for this position is $17.00 - $20.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type This is a fully onsite position in San Antonio,TX. Application Deadline This position is anticipated to close on Apr 1, 2025. About Aston Carter: Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service. Diversity, Equity & Inclusion At Aston Carter, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through:
- Hiring diverse talent
- Maintaining an inclusive environment through persistent self-reflection
- Building a culture of care, engagement, and recognition with clear outcomes
- Ensuring growth opportunities for our people
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email [email protected] for other accommodation options. Apply Job!