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Job Description
Zinnia is seeking an IT Support Engineer II, Helpdesk, to serve as the first point of contact for customers needing technical assistance. Zinnia is the leading technology platform for accelerating life and annuities growth. This role involves providing basic support and troubleshooting and escalating issues when necessary. The ideal candidate will ensure a positive customer experience through timely and effective support.
What this role involves:
- Responding to customer inquiries via Slack, email, and phone calls.
- Providing initial support for common technical problems.
- Escalating unresolved issues to Level 2 and Level 3 support teams.
- Maintaining accurate records of customer interactions and problem resolutions.
- Updating SOPs when required.
- Ensuring a positive customer experience.
Requirements:
- Basic understanding of computer systems, networks, and software applications.
- Excellent verbal and written communication skills.
- Ability to diagnose and resolve basic technical issues.
- Strong focus on providing a positive customer experience.
- Ability to work collaboratively with other support teams.
- Minimum 3-5 years of previous experience in a customer support or IT helpdesk role.
- CompTIA A+, ITIL Foundation, or similar certifications.
- Bachelor’s Degree in Computer Science, Information Technology, or a related field.
What Zinnia offers:
- Opportunity to collaborate with smart, creative professionals.
- Work on delivering cutting-edge technologies.
