Help Desk Manager jobs in Raleigh, NC

Position Summary: 

 As a Help Desk Coordinator at StoredTech, you'll play a critical role in facilitating the smooth operation of our technical support services. This position offers an opportunity for growth and development within the IT support field, ideal for individuals passionate about technology and eager to embark on a career path in computer support.

Key Duties and Responsibilities: 

• Serve as the central point of contact for incoming client support requests via phone, email, or ticketing system.
• Prioritize and assign on-site support tickets to appropriate technicians based on expertise, availability, and urgency.
• Maintain accurate documentation of all service requests, including client information, issue details, and resolution steps.
• Provide exceptional customer service by responding promptly to client inquiries, keeping them informed about the status of their support requests.
• Gather necessary information from clients to effectively troubleshoot technical issues and escalate complex problems to senior technicians when needed.
• Follow up with clients to ensure satisfaction with the resolution and address any additional concerns. Assist with Service Delivery metrics and reporting.  
• Assist with client onboardings (client phone calls, interactions, expectations, and follow-up). 
• Assist with past due tickets to find next steps, client engagement, pushing of the engineers, etc.  
• Check in on engineers who are doing on-site support calls to make sure they have the required back-office support and that the time arranged with the client is still being met. 
• Perform any additional job duties as requested by management to contribute to the overall success of the organization. 

Required Skills and Abilities:  

•  Written and verbal communication skills. 
• Customer service (phone, direct interfacing, and email). 
• Knowledge of and prior experience using Excel, Word, and PowerPoint. 

Education and Experience: 

• Customer service skills including voice and email etiquette. 
• Ability to work across teams, groups, and functions and to build strong relationships internally and with our clients. 
• Dependability and professionalism.  
• Ability to work 8 hours sitting, speaking on the phone, and using a computer.  
• Strong communication skills. 
• Ability to thrive in a team environment.  
• Attention to detail.  
• Ability to delight the customer - 100% of the time. 
• Outstanding organizational skills. 

Benefits and Fun Stuff: 

StoredTech stands as an unparalleled haven for professional growth and well-being. Our commitment to employees is unwavering, evident in the comprehensive benefits package that goes beyond the basics.  Step into a workplace that pulses with fun and vitality - our dynamic environment, complete with exercise equipment and popcorn machines, slushy machines, and more, adds an extra layer of enjoyment to your daily endeavors. As we remain dedicated to client delight, we ask you to join us, not only grow your career but revel in the unique perks that make StoredTech an exceptional and thriving place to work. Your journey to professional fulfillment starts here! 

• Generous Paid Time Off Policy 
• Telecommuting Days 
• 401k Employer Matching 
• FREE - Employee Assistance Program (EAP) 
• Standalone Telemedicine Plan 
• Medical, including a $0 Cost Employee Plan 
• Dental 
• Vision 
• Employer Paid STD, LTD, and Life Insurance Policy  
• Voluntary Life Insurance 
• Coffee and Snacks 
• $2,000 Employee Referral Bonus 
• Certification Incentives