[Remote] Service Desk and Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. ECCO Select is recruiting for a Service Desk Analyst I consultant role supporting internal and external users. The role provides first-level technical and customer support, documents and resolves service requests, assists with account access, and escalates complex issues.

Responsibilities

• Deliver first-level technical and customer support for a range of applications, products, and services to both internal and external stakeholders
• Respond promptly and professionally to routine customer inquiries and basic technical issues through multiple channels, including phone, email, chat, and Slack
• Accurately record incidents, service requests, and resolutions within the Jira Service Desk system, maintaining up-to-date and precise ticket documentation
• Assist users with access management processes such as password resets, account unlocks, and general account inquiries, adhering to established company procedures
• Manage calls and tickets from assigned queues, independently resolve standard issues, and escalate more complex problems to appropriate teams as needed
• Safeguard confidential and sensitive company and customer information by following relevant security and privacy protocols at all times
• Work collaboratively with team members, internal support teams, and business partners to ensure the delivery of timely and effective service
• Contribute to the ongoing improvement of customer service quality by sharing constructive feedback, following standard operating procedures, and identifying opportunities to enhance documentation and support processes

Skills

• Associate's degree from an accredited two-year college or technical school, or equivalent combination of education and relevant experience
• Comfortable providing support through phone, email, chat, and collaboration platforms such as Slack
• Familiarity with Jira Service Desk or similar IT ticketing systems for tracking, documenting, and following up on support cases
• Basic proficiency in using standard web browsers, Microsoft Office Suite/Office 365, and the capacity to quickly learn new software tools
• Demonstrates strong interpersonal and communication skills with the ability to interact effectively with a diverse range of clients and internal teams
• Exhibits sound judgement, attention to detail, and organizational skills in ticket management and documentation
• Able to manage and resolve multiple tasks efficiently in a dynamic, fast-paced setting
• Committed to protecting confidential information and upholding privacy protocols across all interactions
• Flexible to adapt to changes in process or service priorities as needed, and open to continuous learning and professional growth
• Experience working in a customer service, call center, or contact center environment is strongly preferred (1+ years desirable)

Benefits

• Remote work eligible, with periodic in-office attendance required for meetings or training sessions; residence outside Kansas City requires executive approval.

Company Overview