Helpdesk Support Technician

As a Helpdesk Support Technician at Aston Carter, your main responsibility is to receive and assess customer tickets to determine the appropriate course of action. You'll reroute tickets to the right teams, communicate with customers about their concerns, and document requests accurately. Your role involves troubleshooting issues, managing multiple tickets, and capturing performance metrics to enhance customer satisfaction. This robust set of duties allows you to directly impact the customer experience.

To qualify for the Helpdesk Support Technician role at Aston Carter, you must have at least 2 years of experience in helpdesk or technical support, including familiarity with ticketing tools. This experience will enable you to handle customer inquiries efficiently and effectively. Additionally, strong communication skills and the ability to manage multiple tasks in a fast-paced environment are crucial for success in this role.

The pay range for the Helpdesk Support Technician position at Aston Carter is between $20.50 to $23.50 per hour. This competitive pay reflects the skills and experience necessary for the role while offering ample opportunities for career growth within a dynamic company.

Aston Carter is committed to fostering a diverse and inclusive workplace environment. The company actively engages in hiring diverse talent and maintains an inclusive atmosphere through constant self-reflection and care for all employees. This culture promotes growth opportunities and ensures equitable success for everyone within the organization, making it a great place to work as a Helpdesk Support Technician.

Helpdesk Support Technicians at Aston Carter enjoy a range of benefits, including medical, dental, and vision insurance, a 401(k) retirement plan with both pre-tax and Roth options, life insurance, short and long-term disability, and a health spending account. Additional perks such as transportation benefits, an employee assistance program, and paid time off ensure a well-rounded compensation package.

Discuss the specific ticketing systems you've used and highlight your experience in managing tickets, prioritizing issues, and resolving customer inquiries. Mention how you analyze data within these systems to improve response times and customer satisfaction.

Explain your approach to prioritizing tasks based on urgency and impact, as well as any tools or methods you leverage to keep track of outstanding tickets. Emphasizing clear communication with customers about timelines is also a critical point to mention.

Provide examples of your patience and problem-solving skills. It's important to articulate how you remain calm under pressure and actively listen to customer concerns while working towards a resolution that satisfies them.

Share your method for capturing detailed customer interactions, emphasizing the importance of accuracy in documentation for future reference and continuity during escalations. Point out any specific tools you use to maintain this information.

Tell a story from your experience where you identified a recurring issue, analyzed the root cause, and proposed a solution that improved efficiency or customer satisfaction. This showcases your critical thinking and problem-solving skills.

Identify key performance metrics you consider vital, such as resolution time and customer satisfaction scores. Discuss how you strive to improve these metrics and share any relevant achievements you have in this area.

Discuss the challenges you’ve faced in past roles, such as high ticket volumes or complex technical issues, and explain how you’ve successfully managed these challenges, demonstrating your resilience and adaptability.

Talk about your commitment to professional development, whether through online courses, webinars, or tech community forums. Highlight your proactive approach to staying ahead of technological advancements that could affect your role.

List specific tools and software you have experience with, like remote support tools or ticketing systems, and explain how you've utilized them effectively in your past roles to enhance troubleshooting processes.

Express your enthusiasm for the role and the company, highlighting Aston Carter's commitment to diversity and excellence in corporate talent solutions. Mention what excites you about contributing to their team and making a difference in customer support.