Help Desk Agent II - Swing at ASM Research

San Antonio, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Jun, 26

Salary

0.0

Posted On

25 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Troubleshooting, Generative AI Tools, System Enhancement, Cross-functional Collaboration, Analytical Thinking, Multitasking, Salesforce, Datadog, Notion, Stripe, Retool, SQL, Splunk, Domains, Chrome Developer Tools, JSON

Industry

IT Services and IT Consulting

Description

What You’ll Do As a valued member of the Enterprise AI Support team, you will: * Provide world-class support through customer tickets, ensuring timely and accurate resolutions. * Troubleshoot issues remotely using internal dashboards and generative AI tools. * Identify opportunities to enhance systems, efficiency, and customer experience. * Collaborate cross-functionally and share best practices to strengthen the knowledge base. * Continuously learn and adapt to emerging technologies. * Hours are 3P-12A Tues-Sat or Sun-Thurs. Please note that this is a 24x7x365 help desk so agents will be required to work holidays on a rotating basis. Basic Qualifications * Minimum 4 years of experience in a help desk, technical support, or customer support role * Associates degree required, may consider additional years of experience in lieu of degree * Flexibility to work a rotating schedule (evenings, weekends, and holidays as needed) * Strong written communication, analytical thinking, and multitasking skills * US citizen with ability to obtain a secret security clearance * IAT level I certification (A+ or Network+) Preferred Qualifications * Technical or customer support experience in a digital or SaaS environment * Proficiency with Salesforce, Datadog, Notion, Stripe, or Retool * Familiarity with SQL, Splunk, Domains, Chrome Developer Tools, and JSON * Post-secondary education in Technology, Computer Science, or a related field an asset * Tech-savvy, with the ability to learn and apply new tools quickly * Excellent problem-solving and decision-making abilities Professional Skills * Analytical and solution-oriented mindset * Excellent communication and interpersonal skills * Adaptability and flexibility in a fast-paced environment * High attention to detail and precision in troubleshooting * Team player who thrives in a collaborative, high-performing environment Qualifications Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees. EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions. Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Responsibilities

The agent will provide world-class support by resolving customer tickets timely and accurately, utilizing internal dashboards and generative AI tools for remote troubleshooting. They will also seek opportunities to improve systems, efficiency, and the overall customer experience.