EZCORP is currently seeking a Help Desk Specialist at our Corporate HQ in Austin, TX! The Help Desk Specialist responds to, diagnoses, and troubleshoots problems through discussion with end-users at the corporate and field levels. The Help Desk Specialist is accountable for the quality, timeliness and accuracy of own work.
Key Areas of Responsibility will include:
* Receives help desk calls, creates trouble tickets, responds to and diagnoses problems through discussions with users. * Provide superior customer service when addressing corporate and retail store technical issues. * Researches problems, isolates and resolves moderately complex calls immediately. * Escalate more complex or urgent matters to appropriate resource. * Documents, tracks and monitors all calls to ensure timely resolution. * Conducts follow-up calls to customers to close out requests.
In addition to the responsibilities listed above, the requirements listed below are representative of the knowledge, skill, and/or ability required of applicants. Reasonable accommodations may be made to enable individuals with disabilities to perform the critical tasks.
* 1-2 years related experience and/or technical training; or equivalent combination of education and related experience. * Retail or financial service industry experience is a plus. * Knowledge of help desk support and familiarity with help desk software including ticketing systems. * Demonstrated troubleshooting techniques, and a strong working knowledge of Microsoft Windows operating systems, including Internet Explorer * Proven ability to deliver superior customer service support. * Excellent verbal and written communication and interpersonal skills; attention to detail and accuracy; along with time management and organizational skills. * Ability to work independently and as part of a team to meet deadlines. * Understands, through direct experience, basic retail operations including cabling; payment systems; label and form printers.
* Associate's degree or equivalent from an accredited college or technical school (preferred)