The Help Desk Representative will perform troubleshooting and support of issues for users of online environments using various Learning Management Systems and online platforms. 

Duties/Responsibilities

• Assist other helpdesk representatives.
• Answer email tickets.
• Answer chat tickets.
• Answer phone tickets and create incident tickets.
• Troubleshoot eLearning, computer, and/or web browsing issues.
• Independently research eLearning issues to identify problems and resolutions.
• Provide accurate and timely log entries of problems in the Zendesk ticketing system, including follow-up.
• Maintain communication with users and clients during the incident resolution process.
• Additional duties as assigned by management.

Minimum Qualifications

• Excellent oral and written communication skills
• Hardware troubleshooting skills
• Excellent software skills

Education/Experience

• High School Diploma or equivalent
• Technical degree preferred
• Prior experience as a customer service representative preferred (call center experience preferred)
• Prior experience with one or more Learning Management Systems (LMS)

PC Skills

Proficient in PC software such as Microsoft Word, Excel, Powerpoint, and Outlook, sufficient to create reports, documents, spreadsheets and communicate via email

Typing skills

• Ability to navigate between multiple open screens on a monitor using a mouse
• Ability to learn and use Ease Learning’s Zendesk ticketing system

Language Skills

Excellent command of the English language (and Spanish if bilingual role), proper use of grammar and ability to speak and write clearly and concisely. Ability to communicate effectively to common inquiries or complaints from customers. Ability to identify needs through oral conversation.

Working Conditions & Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is a predominantly sedentary light office position with high frequency of keyboarding/computer work (90% of the workday). While performing the duties of this Job:

• The employee is required to regularly use hands and fingers, talk and hear
• The employee is occasionally required to walk
• Specific vision abilities required by this job include close vision and the ability to focus.
• The employee usually works in a quiet environment

Disclaimer

The above Job Description is intended to describe the general nature and level of the work being performed by people assigned to this role and is not an exhaustive list of all duties and responsibilities. Ease Learning expects a “can do” attitude and agile approach to tasks as needed to support company growth.