Helpdesk Support Specialist Job at Jackson Dawson
Overview
Jackson Dawson is looking to welcome a Helpdesk Support Specialist to support a globally recognized automotive client. In this role, you would be responsible for providing support to dealership personnel on the Cornerstone LMS platform.
You would work via telephone and electronic communication with internal clients to acknowledge, analyze, and resolve questions and issues encountered in the LMS application.
This role is primarily remote.
Job Duties
- Provide a best-in-class customer experience through phone, email, and chat correspondence
- Respond to email and/or chat requests for assistance
- Provide calm conflict resolution and problem solving
- Use Knowledge Base articles to effectively troubleshoot and advise customers on appropriate actions
- Document, troubleshoot, and resolve customer requests
- Escalate incidents requiring urgent attention
- Maintain and update CRM’s and other data management platforms
- Primarily a remote position that requires individual to work in a team-based environment with a mindset of achieving a common goal
- Execute follow-up communication according to client needs
- Participate in required on-site training and meetings as requested
- Other duties as requested
Qualifications
- Minimum of 1 year Customer Service Support experience
- High School Diploma or equivalent required
- Cornerstone on Demand (CSOD) Learning Management System (LMS) or other LMS system admin experience, minimum of 1 year preferred
- Zendesk or other helpdesk ticketing system experience, preferred
- Professional demeanor with strong written and verbal communication skills
- Strong attention to detail with a positive attitude and willingness to learn
- Organized, thorough, efficient, and complete tasks appropriately in a timely manner
- Strategic thinker and problem solver
- Customer-service oriented with ability to multi-task
- Possess a customer service mindset
- Agile, adaptable, and flexible
- Ability to work independently with minimal supervision and meet deadlines
- Strong proficiency in English, both verbal and written communication skills
- Experience with Microsoft Office products: Word, Excel, Outlook, Teams, PowerPoint
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