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
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Manage the schedules of the Help Desk and the Help Desk Representatives
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Manage and maintain responses and statuses in Fresh Desk
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Maintain customer satisfaction by honoring SLAs and response times
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Assist in support ticket responses and resolution when necessary
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Maintain and improve team processes, tools and procedures
Desired Skills
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2+ years of experience in Customer Service
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Proven ability to manage a team
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Excellent written and verbal communication skills
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Strong organizational skills
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Ability to multitask in a fast paced environment
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Strong problem solving skills
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Working knowledge of Jira, Google Sheets and Slack
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Preference will be given to candidates with experience in tech industry
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Familiarity with Out-Of-Home advertising industry a plus
Salary
The following salary range is commensurate with experience: $60,000 - $75,000
What We Do
Apparatix is a software company providing systems services for the Out-Of-Home advertising industry. Our cloud-based systems provide full business solutions for billboard owners, street furniture advertisers, and digital billboards/kiosks advertisers. Our tools include industry-setting technology for CRM, operations, accounting, digital billboard ad scheduling, and reporting tools.
Why Work With Us
Apparatix is a stable, local technology company with 15 years in the Out-Of-Home industry. The last 5 years have put us into a rapid growth path and we are excited to staff our new office with excellent team members looking for a long-term career position. We take pride in our culture of hard work, customer focus, and family priority.
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