Global Help Desk Representative

The Global Help Desk Representative responsibility is to provide customer support via the RemoteHybrid help desk ticket process to log, track, and assist in solving customer issues and answer any questions.  We place a high value on serving our customers and expect a high attention to detail, outstanding customer service, and one’s ability to build a rapport to create the best user experience for our customers.

Key Duties and Responsibilities

  • Takes action to resolve all support requests within one business day in a professional, customer-focused manner in accordance with company policies and procedures
  • Escalate complex tickets, in accordance with Help Desk policies and procedures
  • Accurately creates and updates requests with completed relevant information
  • Interfaces with internal and external resources to obtain required information to resolve customer issue
  • Manages multiple tickets and works them in order of emergency to lowest priority
  • Reads, interprets and follows procedures described in the internal knowledge base
  • Meets or exceeds key performance indicators of the role
  • Identifies opportunities to improve Knowledge Base and overall processes
  • Completes other duties, including special projects, as assigned by Management
  • Maintains high degree of confidentiality


  • Basic knowledge, understanding of Enterprise Service Help Desk, prior help desk experience preferred
  • Bachelor's or bachelor's degree preferred
  • High-level customer service and interpersonal skills
  • Strong written and verbal communication skills
  • Proficient In Excel and Word
  • Proficient In IOS 
  • Ability to quickly absorb and retain information
  • Strong documentation and organizational skills
  • Ability to work well on a team in a fast-paced environment
  • Working knowledge of computers and networks preferred 
  • Excellent troubleshooting skills
  • Ability to research and resolve issues
  • Ability to manage confidential employee information and adhere to strict data privacy standards in a mature, problem-solving, solutions-oriented manner

Send your resume to for consideration.

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