Job Description

About Highspot

Highspot is a software product development company and a recognized global leader in the sales enablement category, leveraging cutting-edge AI and GenAI technologies at the core of its robust Software-as-a-Service (SaaS) platform. Highspot is revolutionizing how millions of individuals work worldwide. Through its AI-powered platform, Highspot drives enterprise transformation to empower sales teams through intelligent content management, training, contextual guidance, customer engagement, meeting intelligence, and actionable analytics. The Highspot platform delivers advanced features tailored to business needs, in a modern design that sales and marketing executives appreciate and is the #1 rated sales enablement platform on G2 Crowd.

While headquartered in Seattle, Highspot has expanded its footprint across America, Canada, the UK, Germany, Australia, and now India, solidifying its presence in the Asia Pacific markets.

About The Role

We are seeking a highly motivated and customer-focused Help Desk Specialist to join our dynamic IT support team within our India hub. The ideal candidate will be responsible for providing front-line technical assistance to end-users, addressing routine issues, and ensuring timely and effective problem resolution. This role requires excellent communication skills, a strong customer service orientation, and the ability to work collaboratively with other support tiers. They will identify, research, and resolve technical problems utilizing effective tracking and monitoring tools and support documentation to ensure timely resolution. You'll respond to and track all incoming emails and IT enquiries to the Service Desk, triaging tickets. You will ensure full and accurate details of all interactions are recorded into a case management system whilst responding to incidents and requests within agreed SLAs.

Responsibilities

• Provide first-level technical support to end-users via phone, email, or chat, addressing hardware, software, and network-related issues.
• Create, update, and close support tickets in the ticketing system, ensuring accurate and detailed documentation of user interactions.
• Escalate complex problems to higher support tiers, providing detailed information for efficient resolution.
• Install, modify, and repair computer hardware and software.
• Follow up with internal customers to ensure issues have been resolved.
• Create and maintain written knowledge based articles.
• Manage the deployment, monitoring, maintenance, upgrade, and support of organization enterprise systems, hardware and software, and desktop/Mac/PC systems.
• Maintain a strong commitment to customer satisfaction by delivering high-quality, professional support.
• Remote new hire onboarding

Required Qualification

• You'll have experience working in an environment where attention to detail, proactive problem solving, and a customer-focused mindset is imperative.
• Familiarity with ticketing systems, working on a global team, and sharing work in a 24/7, follow-the-sun-type team
• Proven ability to build and maintain relationships with your stakeholders and interact with a variety of personality types
• Proficiency in Mac & Windows operating systems required
• Ability to use basic networking troubleshooting tools required
• 2-5 years Technical Help Desk experience required
• Extensive knowledge of Okta, Jamf, and G Suite required.
• Knowledge of MSFT Office Suite
• Ability to research problems and evaluate solutions
• Experience managing Slack, Jira, AV/AntiMalware, Office 365, Zoom.
• Proven ability to to manage applications on a global scale supporting large macOS deployments
• Strong interpersonal communication skills
• Proficient in utilizing remote assistance tools to troubleshoot and resolve issues for users located in various geographical locations.
• Exceptional proficiency in both written and verbal communication