Job Description:
• Serve as front-line support for KinderCare National Support Center and field staff via phone, ticketing system, and email
• Provide empathetic and timely resolution of technical issues
• Act as the single point of contact and own customer issues through resolution
• Diagnose and troubleshoot hardware, software, account maintenance, and connectivity issues
• Track and document issues through resolution within agreed time limits
• Provide prompt and accurate customer updates
• Escalate unresolved issues to appropriate internal teams, including Network and Development
• Prioritize and manage multiple open issues
• Build and maintain a robust knowledge base and promote employee self-service
• Interact with customers via phone, email, chat, and remote desktop support tools
Requirements:
• 1-2 years of experience providing technical customer service support via phone and email
• Experience supporting Windows, Mac OS, laptops, mobile devices, and business applications
• High School graduate or equivalent
• Outstanding written and verbal English communication skills via phone, email, and chat
• Excellent organizational and time management skills
• Demonstrated growth experience and a track record of taking on new challenges and driving their success
• Excellent communication skills and telephone manner
• Ability to work in a fast-paced, deadline-oriented environment to meet time constraints
• Intermediate MS Office skills and ability to work with multiple applications and windows simultaneously
• Occasional flexibility with schedules and occasional overtime
• Experience working within IT Service Desk tools, such as ServiceNow
• Bilingual English and Spanish is a plus
Benefits:
• Discounted child care benefits
• Medical, dental, and vision benefits for employees and families
• Pet benefits
• Employee assistance programs supporting mental health and personal growth
• Health and wellness programs
• Paid time off
• Discounts for work necessities, such as cell phones