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Service Desk Agent in Atlanta, GA at Thompson Technologies

Date Posted: 2/9/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Atlanta, GA
  • Job Type:
    Other
  • Experience:
    At least 1 year(s)
  • Date Posted:
    2/9/2018

Job Description



Our nation-wide, award-winning client is seeking top talent in the Help Desk space. New hires will join their beautiful headquarters in Atlanta, GA. These Agents will support our client’s national locations from the headquarters by taking calls centered around keeping their stores functioning which will include issues around point-of-sale software and hardware, restaurant WIFI needs, financial software, labor scheduling applications, mobile ordering, kitchen production systems, and many other technologies.    

Responsibilities:

The Service Desk Analyst must be able to perform the following:

  • Provide truly excellent customer service.
  • Bring great energy and professional confidence during support calls.
  • Receive and handle calls received directly from customers.
  • Support commonly used software, hardware, and other equipment.
  • Must be able to identify and communicate noticeable trends of installation, hardware, and software issues with new Units or retrofit Units. 
  • Troubleshoot recurring problems to find permanent solutions.
  • Follow standard Help Desk operating procedures; accurately log all Help Desk contacts using the incident management tracking software.
  • Support client POS hardware; including registers, bump bars, KPS’, kiwis, receipt printers, and connectivity hardware. 
  • Order replacement hardware when appropriate.
  • Author and submit new knowledgebase articles where appropriate.
  • Assist with special projects
  • Ability to work responsibly with or without direct supervision.
  • Responsible for setting up and handling customer callbacks.
  • Recommend process and procedure enhancements where Level II support team.

Minimum Qualifications:

  • Be prepared to participate in advanced customer service and technical classroom training for several weeks after starting.
  • Have 1 year of Customer Service experience 
  • Agent must be able to type at least 40 wpm
  • Agent must be able to talk and type
  • Must be able to work flexible shifts since schedules change every 6 months. Some shifts include working Saturdays or night shifts.

What happens now? Submit your resume to Erika at ebrady@thompsontechnologies.com - and tell us a little about your background!

Why Thompson Technologies? We’ve been recognized among the fastest-growing companies in the country by Inc. 5000 and most recently as one of Atlanta’s Best and Brightest Companies to Work For, in addition to other awards. A leader in delivering talented, top-tier consultants, we provide unequalled service to the IT staffing industry. At our core, we strive to make a difference in the lives of the people and communities we serve.