Helpdesk Analyst I – Alpharetta, Georgia, United States

Helpdesk Analyst I – Alpharetta, Georgia, United States


You love solving puzzles. You are logical and get a little rush when you discover the solution to a tricky problem.

You also love people. Interacting with people gives you energy, and you feel good when you have helped someone out. In addition, you love teamwork. Your day is best when you and the team have worked together to solve a problem.

You want a role where you can use your intellect and people skills every day. We are Proagrica (http://www.proagrica.com) and this is the role for you. We are a small business that is part of a very big one. However, no small fish in a big pond!

At Proagrica, we deliver products and services that connect and empower industry participants to address their key needs around trading, productivity and compliance. We have created farm and enterprise-focused solutions for a global community of connected businesses. Now we are looking for an energetic support specialist to join our team, and we hope that search ends with you.

As our new Technical Helpdesk Analyst, you’ll work with our clients and our solutions to find fixes for all sorts of problems. You will handle our level one and two tickets. Those range from simple technical issues to complex how-to responses. Level three tickets will have a clear path of escalation, which will be either within the support team, to one of our development teams or to our consultants. Those are tickets where the bugs are complex, or the issue relates to development, customization or system infrastructure. You will work with all of those teams in trying to improve our products and services.

Using highly developed skills in time management and organization, you will track and administer our ticketing across departments, maintaining priority and sequence on urgent (and not so urgent) requests. Your work will improve our response times and customer satisfaction.

Naturally, customer service is imperative in this role. Our business depends on happy customers, and you will maintain customer satisfaction when the software is not quite operating to plan. Whether by phone or email, or on site, you will manage the customer experience as you help them through a range of problems.

Any familiarity with a coding language (especially Java and/or PHP) will help you learn our software and systems. You will develop the expertise to distinguish, triage and act on bugs, user errors, and extraordinary issues. As you gain experience here, you will have a voice in the way we do and develop our business. Beyond customer service, we are looking for someone with the following skills:

Communication – you will go beyond basic customer needs, and bring personality to every interaction. Everyone puts down the phone feeling helped and happy.

Time management – for you, everything has its place and its time. When it comes to tracking and organizing competing priorities, you are strategic and consistent.

Customer Service – whether you are dealing with one cool customer or someone with a half-dozen axes to grind, you can deal with them efficiently.

Technical know-how – whether its stuff that just comes naturally, or something that needs you to concentrate, you will have the background and tenacity to be able to find answers to problems either from your team-mates, colleagues across the business or even external resources (dare we say search engines!). You may not always knows the answer, but you know the right questions and where to ask them!

This is a full-time, permanent position, Monday to Friday. Your working day will usually be 9am-5pm, but you may need to work anytime between 7am-7pm.

You will have the flexibility for occasionally working remotely, if that suits your life. We do offer 24/7 urgent support. While after-hours requests are rare, you may be on call occasionally to manage a customer issue. The position offers a competitive starting salary commensurate with experience. Our company is young and growing rapidly. In addition, we do not believe in business as usual: at Proagrica, you will have a say in decisions that are relevant to your work.

We are interested in people, not duty machines: if you have something to add beyond your role, and ideas to change and improve your contributions, we are all ears.

Here are our “must-haves”:

* Degree/diploma in software, technology or similar

* Excellent communication skills and proficient English (verbal and written)

* Willingness to travel locally and internationally on occasion

* An outgoing personality, with an always-ready smile for our clients

* A proactive and can-do attitude

Here are our “should-haves”:

* Experience with identifying bugs in software

* Experience in technical support or help desk

* Experience in software development (any language)

In addition, here are our “nice-to-haves”:

* Reading and manipulating XML/XSLT files and other text formats

* Knowledge of Linux command line

* An ITIL qualification

* Any second language

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Skills

Posted on

March 27, 2019