Help Desk Representative


As a Gryphon Client Services Helpdesk Representative, you will be instrumental in handling matters related inbound client requests and accounts, responsibilities include:

  • Acting as the first point of contact to customers calling or emailing into Gryphon Help Desk with questions, issues, or training needs
  • Raising awareness of risks and opportunities to Management, Sales, and Support areas
  • Supporting Sales and Account Management initiatives with current client-base
  • Providing a high level of Helpdesk services
  • Managing Client rollouts
  • Handling after-hours requests (as needed)


Act as the first point of contact at the helpdesk, with responsibilities to include:

  • Sharing first contact duties with other members of the team
  • Handling escalation, tracking and management of services issues and providing proactive notices and updates to the clients
  • Escalating issues as needed within Gryphon so that the right resources can be involved to bring the problem to resolution as quickly as possible
  • Using Gryphon’s ticketing system for all interactions
  • Acting as Client advocate within Gryphon on all matters relating to the client account
  • Responding to inquiries relating to all client matters
  • Acting as a knowledge base for Gryphon’s products and services
  • Acting as an Inside point of contact for problem resolution and research
  • Escalating issues as needed within Gryphon and the Client so that the right resources can be involved as necessary.
  • Providing base level training of product functions

Act as implementation and provisioning specialist for new Accounts, with responsibilities to include:

  • Coordinating implementation activity with Sales
  • Managing Account creation for new Clients in both Integration and Production
  • Configuring Accounts for Products and Features purchased
  • Sending welcome emails to Client and coordinating/schedule kick-off call
  • Working with Project team to complete set-up when required
  • Ensuring QA for product set up, functionality and utilization

Required Skills: 

Strong work ethic, highly responsive and dedicated to program results.

• Bachelors Degree Required, and 2 years of B2B Customer Service experience              preferred

• Solid understanding and experience with B2B Customer Service, with a focus in         Software or SAAS Solutions, strongly encouraged

• Baseline knowledge of ticketing and IT monitoring systems

• Self-motivated with the ability to work independently and take ownership of special    projects

• Ability to work in a fast paced environment, with ability to easily adapt to changing     or evolving needs

• Ability to work as a team player

• Strong accountability to client and company goals

• Detail-oriented: an attention to detail for tasks with zero tolerance for errors or         carelessness

• An absolute commitment to customer services

• A positive attitude and open mind that approaches problems from all angles

• Most importantly, an engaging personality and good sense of humor


The CSO Help Desk Representative will work under the guidance of Director of Client Services at our Downtown Boston location. Gryphon fosters a strong team environment, and the successful candidate is expected to embrace this culture.

If this position interests you, please submit your resume to jobs@gryphonnetworks.com

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