About Apparatix

Apparatix is the premier software solution for Out of Home Advertising Companies. Our software solution drives revenue for the companies by increasing efficiency, decreasing errors, enabling more dynamic selling, and providing access to new revenue sources. Our client centric focus provides a collaborative environment with our users to grow their business and ours with them. We are a family centric company that is experiencing explosive growth. We are a great fit for someone looking to help meet rapidly changing needs and build out systems and processes. 

Job Title

Help Desk Manager

Reports To

The Help Desk Manager reports directly to John James, President of Apparatix.

Job Overview

The Help Desk Manager is responsible for ensuring customer service is timely and accurate on a regular basis. The successful candidate will be able to communicate effectively with Help Desk Representatives as well as clients, and have a strong ability to problem solve a variety of client-centric scenarios. In addition to maintaining Service Level Agreements and response times, the Help Desk Manager is responsible for maintaining and managing the Help Desk schedule and Fresh Desk statuses/canned responses.

Responsibilities & Duties

• Manage the schedules of the Help Desk and the Help Desk Representatives

• Manage and maintain responses and statuses in Fresh Desk

• Maintain customer satisfaction by honoring SLAs and response times

• Assist in support ticket responses and resolution when necessary

• Maintain and improve team processes, tools and procedures

Desired Skills

• 2+ years of experience in Customer Service

• Proven ability to manage a team

• Excellent written and verbal communication skills

• Strong organizational skills

• Ability to multitask in a fast paced environment

• Strong problem solving skills

• Working knowledge of Jira, Google Sheets and Slack 

• Preference will be given to candidates with experience in tech industry

• Familiarity with Out-Of-Home advertising industry a plus

Salary

The following salary range is commensurate with experience: $60,000 - $75,000