Help Desk Technician at MileOne Autogroup in Baltimore, MD

Summary: MileOne Autogroup is seeking a Help Desk Technician for their new Towson call center. The role involves providing customer support, resolving technical issues, and collaborating with other help desk professionals to enhance customer service. Responsibilities: - Take customer calls and provide accurate, satisfactory answers to their queries and concerns - De-escalate situations involving dissatisfied customers, offering patient assistance and support - Collaborate with other help desk professionals to improve customer service - Serve as the first point of contact for customers seeking technical assistance over the phone or email - Record events and problems and their resolutions into our help desk ticketing software - Direct unresolved issues to the next level of support personnel Required Qualifications: - Exceptional customer service, active listening and verbal and written communication skills, professional phone voice - Ability to ask prying questions and diffuse tense situations - Strong time management and decision making skills - A patient and empathetic attitude - Must be self-motivated and self-directed - Ability to diagnose and resolve basic technical issues - Must have reliable transportation to report to our Towson office Preferred Qualifications: - Previous IT experience is a plus but we will gladly train someone that is energetic, team oriented and professional Required Skills: Technical Issue Diagnosis, Help Desk Ticketing Software, Patience, Verbal and Written Communication Benefits: Health and financial benefits, Training and mentoring, Employee Purchase Program, MileOne Support Fund: by Employees, for Employees, NextMile Scholarship Program, Employee Assistance Program