The Helper Bees Austin , TX 78719
Posted 7 days ago
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Job Type
Full-time
Description
This position is a hybrid role located in Austin, TX. Candidate will need to be in the Austin office multiple days each week.
About the Position:
As a Tech Support Representative, you will be responsible for inventory management, device configurations, remote device management, user account management, and providing tier 1 technical training and support to our remote and in house workforce. This position is a hybrid role located in Austin, TX. Candidate will need to be in the Austin office multiple days each week.
Requirements
Requirements
Supervisory Responsibilities:
Duties/Responsibilities:
Resolve Technical Support Escalations: Efficiently address and resolve technical support tickets escalated by the team, ensuring timely solutions to complex issues.
Communication and Tracking: Maintain thorough follow-up and tracking of all requests, providing status updates via electronic communications, including the ticketing system, email, Slack, phone, and video chat.
Device Troubleshooting: Diagnose and troubleshoot issues with Windows, macOS, and iOS devices, including computers and iPads, to ensure optimal performance.
Device Management: Utilize Microsoft InTune for comprehensive device management, including deploying new devices, managing user accounts, and maintaining security protocols.
User Account Administration: Set up and deactivate user accounts across various applications, ensuring accurate database management for user access.
Logistics Management: Coordinate the shipment and tracking of devices to and from users, ensuring timely delivery and receipt.
Documentation and Knowledge Sharing: Create and maintain detailed documentation for common issues and solutions, contributing to the team's knowledge base.
Training and Support: Provide training and support to end-users on new technologies, best practices, and troubleshooting techniques.
Continuous Improvement: Identify and suggest improvements to processes, tools, and systems to enhance the efficiency and effectiveness of technical support operations.
Other duties as assigned/necessary
Performance Metrics:
Ticket Management
Response and Resolution Time
Customer & Employee satisfaction and engagement surveys within the support team.
Adherence to quality standards and processes.
Adherence to Compliance and Security Standards:
Compliance audit results and findings related to support operations.
Adherence to data protection and privacy regulations (e.g., GDPR, HIPAA) in support activities.
Required Skills/Abilities:
Ability to thrive in a fast paced environment where tasks change quickly
Possess and demonstrate strong communication and interpersonal skills
Ability to multitask, think on your feet and prioritize under pressure
Comfortability in reporting and being held accountable to metrics
Strong passion for helping others and problem-solving
Desire to create and document workflow process for end users as well as our IT support team.
Must be proficient in computers and willing to learn new computer programs and processes
Must be 18 years of age or older
Education and Experience:
High school diploma or equivalent preferred
2+ years of relevant experience in a similar role
Previous experience with device configuration deployment, device management, and user account management.
Experience in the healthcare industry is a plus!
Physical Requirements:
Ability to commute to and from The Helper Bees office and other various locations for shipments and device procurement as needed.
Ability to remain at your designated workstation for the duration of the workday
Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP).
The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
The ability to observe details at close range (typically on a computer screen)
Must be able to lift 15 pounds at times.
This position is a hybrid role and will require the candidate to be in The Helper Bees physical office multiple times each week, and during special events as needed. During remote work days, this position offers the flexibility of remote work at approved locations within the United States. Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. Enjoy the convenience and comfort of working remotely while contributing to our team's success.
Join our winning team, recently honored as #67 on Forbes' list of America's Best Startup Employers for 2024!
The Helper Bees (THB) was created to fill an obvious need in an underserved community. Inspired by love and brought to reality through passion and determination, The Helper Bees was founded to empower older adult citizens and their families in their search for quality, affordable in-home care providers. We do this by providing older adults the ability to easily review, choose, and access affordable quality in-home helpers. The Helper Bees mission is to help people stay home longer through data-driven services that transform both the payer and the care-recipient experience. At THB, we define our company culture through our Core Values:
Benefits:
Paid Time Off
Free Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
401k with employer match
Pet Insurance discounts
Free lunches in office
Dog friendly office
Work from home days
Salary Description
$17.00 - $20.00
The Helper Bees