Jr Help Desk Specialist

As a Jr Help Desk Specialist at Silverdale, you will be the first point of contact for clients with queries and issues regarding their Odoo database and processes. Your primary role will be to ensure excellent service standards and maintain high customer satisfaction, while resolving inquiries and problems. You\'ll be responsible for providing Odoo support by resolving functional tickets and answering questions on help desk tickets efficiently within the established service level agreements (SLAs).

Key Responsibilities

Help Desk Operations :

Manage the help desk functions by triaging, processing, and resolving service tickets.

Customer Interaction :

Provide prompt responses to customer inquiries and Odoo-related issues through various communication channels.

Ticket Management :

Track, update, and resolve functional tickets using our ticket management system while ensuring compliance with SLAs.

Odoo Troubleshooting :

Diagnose and resolve basic Odoo issues, escalating more complex problems to upper-level support teams.

Resolve Tickets :

Resolve tickets following Silverdale processes to maintain consistency and efficiency.

Content Creation :

Create informative content on solved tickets to assist in future troubleshooting and knowledge sharing.

Continuous Improvement :

Identify and recommend opportunities to enhance help desk processes.

Daily Tasks

Start the day by prioritizing and triaging incoming tickets to ensure timely resolution.

Handle and respond to email inquiries and ticket updates promptly.

Engage with clients over phone support, live chats, or through our support portal to address their needs.

Document ticket resolutions and discussions to ensure clear communication and record-keeping.

Learn and adopt Silverdale processes and tools.

Key Performance Indicators (KPIs)

First-Touch Resolution :

Target resolving a minimum of 80% of tickets during the first contact with the support team.

Customer Satisfaction :

Maintain a client satisfaction score of no lower than 4.9 rating.

SLAs Compliance :

Ensure that 90% of tickets are resolved within SLA timelines.

Qualifications & Skills

Excellent verbal and written communication skills.

Strong organizational skills and the ability to manage multiple priorities.

The ability to learn new systems and processes quickly.

Technical or customer support experience a plus.

Odoo experience a plus.

Customer-oriented mindset with a focus on providing accurate solutions.

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