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Help Desk Specialist in Austin, Texas, US at EZCORP

Date Posted: 5/1/2019

Career Snapshot

Career Description

EZCORP is currently seeking a Help Desk Specialist at our Corporate HQ in Austin, TX! The Help Desk Specialist responds to, diagnoses, and troubleshoots problems through discussion with end-users at the corporate and field levels. The Help Desk Specialist is accountable for the quality, timeliness and accuracy of own work.

Key Areas of Responsibility will include:

  • Receives help desk calls, creates trouble tickets, responds to and diagnoses problems through discussions with users.
  • Provide superior customer service when addressing corporate and retail store technical issues.
  • Researches problems, isolates and resolves moderately complex calls immediately.
  • Escalate more complex or urgent matters to appropriate resource.
  • Documents, tracks and monitors all calls to ensure timely resolution.
  • Conducts follow-up calls to customers to close out requests. 

Career Requirements

In addition to the responsibilities listed above, the requirements listed below are representative of the knowledge, skill, and/or ability required of applicants. Reasonable accommodations may be made to enable individuals with disabilities to perform the critical tasks.

  • 1-2 years related experience and/or technical training; or equivalent combination of education and related experience.
  • Retail or financial service industry experience is a plus.
  • Knowledge of help desk support and familiarity with help desk software including ticketing systems.
  • Demonstrated troubleshooting techniques, and a strong working knowledge of Microsoft Windows operating systems, including Internet Explorer
  • Proven ability to deliver superior customer service support.
  • Excellent verbal and written communication and interpersonal skills; attention to detail and accuracy; along with time management and organizational skills.
  • Ability to work independently and as part of a team to meet deadlines.
  • Understands, through direct experience, basic retail operations including cabling; payment systems; label and form printers.

Educational Requirements:

  • Associate’s degree or equivalent from an accredited college or technical school (preferred)