Customer Support - Service Desk Analyst

| Greater Denver Area
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Impulsify is a fast-growth retail technology company providing truly revolutionary software that is a combination of game-changing software, retail services and never-before-captured data that is doubling profits for hoteliers like Hilton Worldwide and IHG.  We have a huge passion for those little hotel lobby shops that mean the world to hotel guests when they need them most.  We are retail experts on a mission to provide the technology, data, and services to create the best guest experience with the least impact to hotel operations - while maximizing ROI for hoteliers who understand retail is needed, but don't really know where to begin.  And we're just getting started.  If you're looking to be a part of a fast-growth enterprise where you can be part of a revolutionary, ground floor opportunity, read on

We are looking for a talented Service Desk Analyst that is hard-working and committed to customer success.  The Service Desk Analyst is part of a team that is the first line of contact for customers experiencing issues with installation, configuration, operation and management of Impulsify solutions.  This chosen candidate will be the post-sale "face of Impulsify" and must be passionate about helping our customers solve problems with a sense of urgency.  Primary responsibilities include providing the first level of contact for queries via phone, email and the web portal.  Queries will range in complexity from "how to"  questions, setting up portal access through basic troubleshooting and include first and second tier customer support handling customer tickets through resolution.  Additional responsibilities include:

  • Provide attention to cases according to Service Level Agreements and customer status
  • Conduct customer follow ups for existing cases
  • Handle portal access requests and issues for customers
  • Escalate critical situations to appropriate level of management and Tier 3 support
  • Continuously look for opportunities for process improvements and make recommendations
  • Model Impulsify core values of Above and Beyond Service Philosophy, Team First Support and Collaboration, and a Passion for Volunteer Service to give back and pay it forward.

Qualifications

  • This position interacts directly with customers and will have significant impact the customer experience with Impulsify.  The selected individual will have: 
  • Demonstrated and quantifiable troubleshooting skills
  • Experience with ticket management systems
  • Ability to troubleshoot and resolve technical issues on Windows and Mac operating systems (experiencing configuring client systems), understanding of PC hardware to troubleshoot hardware failures remotely
  • Be adaptable, professional, courteous, motivated and work well independently as well as on teams
  • Demonstrated customer service skills and success exceeding customer expectations
  • Strong written and communication skills
  • Strong organizational skills and ability to self-manage
  • Strong attention to detail and focus on producing quality work products and results
  • Ability to work flexible hours and be available for occasional on-call duty
  • Previous experience in a fast-growth startup environment strongly preferred

Additional Information

Impulsify provides a highly collaborative, open and flexible environment that allows our team to thrive in our fast-paced environment.

Salary is $55k - $65k

We offer competitive benefits including a paid time off plan and a matching 401(k)

Occasional travel may be required for this position

We are conveniently located in LoDo, Denver

Impulsify is an Equal Opportunity Employer

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Location

3575 RIngsby Ct, Denver, CO 80216

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