Help Desk Specialist

Cyara is the world’s leading Automated CX Assurance Platform provider, helping leading brands across the globe deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, from design to functional and regression testing, load testing, chatbot testing, and production monitoring, ensuring enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands across the globe trust Cyara to deliver customer smiles at scale.  Interested to find out more about us?  Check out:  www.cyara.com 

Want to know what it’s really like to work at Cyara?  Check out this link to meet some real Cyaran’s and read about their individual career journey with us:  https://cyara.com/employee-profiles/ 

We are seeking a highly skilled and customer-focused Help Desk professional to join our dynamic team. The Help Desk Specialist will play a critical role in providing exceptional technical support to Cyara’s internal Americas team and ensuring the highest level of customer satisfaction. The Helpdesk Specialist performs day-to-day support of Windows and Mac based computers, applications, and peripherals, as well as iOS and Android devices for end-users across the United States. A strong communicator that is tech-savvy will excel at Cyara! 

• Oversee day-to-day Information Technology operations, prioritize tickets, and ensure timely resolution for issues and inquiries.
• Respond to queries in a timely and accurate way, email, Slack, or other form of communication. 
• Manage tickets via online tools such as Zendesk.
• Contributing to internal tools/reports that improve support of both internal and external customers
• Develop and implement best practices, standard operating procedures, and knowledge base articles to empower clients and helpdesk team members.
• Identify opportunities for process improvement and efficiency gains within the helpdesk support function.
• Report possible security incidents for further investigation and provide regular updates to affected customers if needed
• Setups and maintains user accounts in Active Directory and Exchange/O365.
• Ability to occasionally work after hours or provide on-call support as needed.
• Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments
• Remote troubleshooting techniques
• Work from your remote home office and provide technical support for employees.
• Provide technical onboarding support for new employees.
• Ability to lift heavy objects up to 60 pounds

• 3+ years experience in a client-facing role (help desk, software support, IT Support, application support, production support)
• Comfortable in both a Windows, Apple, and Linux based environment.
• Preference towards those who come from a fast paced internal SaaS environment.
• Excellent communication and interpersonal skills, with a customer-centric approach to support delivery.
• Proven ability to effectively prioritize and manage multiple tasks in a fast-paced environment.
• Strong troubleshooting, problem-solving, strategic thinking, organizational, and teamwork skills
• Excellent written, verbal, and presentation skills
• Highly self-motivated with the ability to manage time
• Preferred: ITIL certification, experience with Zendesk, Slack, and/or Okta. 

Why you should join us: 

At Cyara you’ll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an  equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere.

Cyara cares for its own - you’ll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators.  We credit our amazing growth and success to the fact that we’ve built our business on four essential values that we live and breathe every day: 

Deliver Excellence

Innovate Boldly

Integrity First

Embrace Curiosity

Interested? Know someone who might be? Apply online now. 

Agencies: Thanks but we’ve got this one!  Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team.  Cyara’s policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CV's. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid