Help Desk Analyst

Main Duties and Responsibilities:Technical/ Customer Support:- Serve as the primary point of contact for complex customer inquiries and escalations, providing timely and accurate resolutions.- Coordinate with cross-functional teams, including engineering and vendor teams to address customer issues and ensure prompt resolution.Technical Expertise:- Maintain a deep understanding of KioSoft Technologies products, features, and functionality.- Stay updated with the latest industry trends and best practices related to KioSoft Technology products, providing insights and recommendations to improve the customer experience.Continuous Process Improvement:- Proactively contribute to knowledge base articles and self-help materials to empower customers and reduce support ticket volumes.Customer Advocacy/Customer Success:- Serve as a customer advocate within the organization, representing customer needs, pain points, and feedback to relevant teams.- Drive initiatives to proactively improve product usability, documentation, and user experience based on customer insights.Minimum Qualifications- Ability to communicate in English and Spanish- Associate's degree in a relevant field or equivalent practical experience in lieu of education- Minimum of 2 years in the IT or a related field with experience directly interfacing with customers delivering & supporting IT or technology solutions.- Prior experience in a customer support role, preferably supporting payment technology, IOT, or similar technology.- Strong technical aptitude and ability to quickly learn and understand complex software products.- Excellent problem-solving and analytical skills with a proactive approach to issue resolution.- Exceptional communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical customers.- Familiarity with support ticketing systems and customer relationship management (CRM) tools.- Ability to thrive in a fast-paced and dynamic environment while maintaining a focus on customer satisfaction.- Ability to travel nationally up to 30% of the time to customer sites for in-person training sessions.Preferred Qualifications- Experience with knowledge base creation and Knowledge-Centered Service (KCS) standards.Physical Requirements- Must be able to be in a stationary position more than 50% of the time- Must be able to communicate, converse, and exchange information with peers and senior personnel (in English and Spanish)- Constantly operates a computer and other office productivity machinery, such as a computer- The person in this position frequently communicates with co-workers, management and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations- The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.*Please submit resumes in English*Pay: $20,000.00 - $25,000.00 per monthPregunta(s) de postulación:- Are you willing to work evenings and weekends?Idioma:- Inglés (Obligatorio)Work Location: In person