Service Desk Specialist

Flash is looking for a Service Desk Specialist. The Service Desk Specialist is essential for handling complex issues, serving as a critical escalation point for urgent and/or complex issues. This role requires thorough information gathering based on the urgency and priority of each case before escalation to senior resources.

The  Service Desk Specialist candidate will be successful in this role if they have a technical and inquisitive nature, a strong sense of teamwork, and a desire to help resolve problems.  This person is customer-service oriented with a strong sense of urgency and is comfortable in a fast-paced environment.

At Flash, we empower our employees to innovate, collaborate, and solve impactful challenges. As part of our Engineering team, you’ll work with cutting-edge technologies, drive meaningful product improvements, and contribute to a customer-first culture in a dynamic, fast-growing company!

Location: Austin office; Hybrid – 3 days in the office; Mon, Weds, Thurs. Remote on Sun & Tues. 

Travel: 0%

 Shift: Sunday-Thursday. (Hours will be: Sun 9 am-6 pm, Mon-Thursday 10 am- 7 pm) 

What You'll Do:

• Answer customer phone calls & emails, assist customers with a variety of issues, including basic and advanced software and hardware troubleshooting
• Accurately document & record customer calls and events (Call receipt, documentation entry, tracking, follow-up, escalations and reporting, shipping and dispatch requests) in the Flash's ticketing system (Freshdesk)
• Working on escalations either assigned directly or from the queue priority
• Answering questions in Slack, both DM and in channels
• Backlog/ticket cleanup. Closing old waiting on* tickets, follow up on open dispatches.

 What You Bring:

• Exceptional communication and soft skills
• Experience with troubleshooting methodologies and quality testing
• Prior help desk or call center experience required
• Documentation skills
• Decision-making and time management
• Experience in Support ticketing software
• Working knowledge of LAN/WAN networks
• Ability to work diligently and utilize problem-solving to fix issues and ensure functionality.
• Ability to read, write, speak, and understand the English language in a business environment.
• Comfortable with working autonomously and self-motivating
• Reliability, Accountability, Responsibility, and a team player

Qualifications:

•  At least 2+ years of client facing technical support experienceAt least 2+ years of client-facing technical support experience
• High school diploma or equivalent

Salary: $52,000.00 - $67,000.00/year

Final salary will be determined based on the candidate's skills and experience level.

 Competitive Rewards Package includes:

• Comprehensive medical, dental, and vision insurance
• 401(k) with company match
• Paid time off and flexible work environment
• Opportunities for professional growth and development