Help Desk Analyst
Job Details
PrismRBS Building - Lincoln, NE

Position Overview:

The Help Desk Analyst directly communicates with customers to provide incident support and resolution, customer training, and is responsible for maintaining healthy customer relationships while providing world-class customer service. This position is responsible for communicating escalated incidents, customer concerns, and software issues and takes ownership of PrismRBS, product offerings by providing end-user testing and escalating feedback from customers to the appropriate channels. This is a non-exempt, non-supervisory position, reporting to Support Supervisor.

Primary responsibilities include:

  • Providing guidance and educating customers on PrismRBSs software, hardware, and operating systems
  • Providing world-class customer support to clients via phone, email, and designated ticketing system
  • Accurately logging, analyzing, and resolving incidents and service requests using designated ticketing system
  • Meeting Service Level Objectives for incidents and service requests
  • Prioritizing work based on severity and priority of incident, service request, or problem
  • Identifying and escalating priority incidents while providing customers with continuous communication
  • Interacting and coordinating with other teams to resolve customer incidents and service requests
  • Interacting and coordinating with third-party software vendors and partners
  • Remaining knowledgeable on software release information while continuing to self-educate on software and hardware changes and applicable updates
  • Configuring new systems and test enhancements to the software and hardware
  • Assisting in identifying areas of improvement for customer and user training of software, hardware, and operating system
  • Complying with all company personnel policies and practices as well as all federal, state, and local standards/requirements
  • Other duties as assigned

Qualifications, skills, and abilities:

  • Strong interpersonal and customer service skills
  • Strong written and verbal communication skills with the ability to clearly communicate technical concepts to non-technical end-users
  • Excellent problem-solving and troubleshooting skills
  • Ability to prioritize and multi-task in a fast-paced environment
  • Desire for continued education and the ability to embrace changes in technology and work environment
  • Ability to exhibit exceptional planning and organization skills
  • Strong organizational skills including being detail-oriented, highly adaptable, and able to work autonomously
  • Ability to build relationships and work both collaboratively and independently
  • Comfortable training customers in a hands-on classroom setting and online
  • Willingness to travel to customer stores in the United States and Canada for training and implementation
  • Desire to display and withhold company culture and standards

Preferred Experience/knowledge:

  • Associates degree  
  • At least one year of experience in software or technical call center support