Position:

Help Desk Representative

Description: 

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)

Responsibilities: 

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

Environment: 

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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