Help Desk Agent II - Night

Enterprise Ai SupportAs a valued member of the Enterprise AI Support team, you will: Provide world-class support through customer tickets, ensuring timely and accurate resolutions. Troubleshoot issues remotely using internal dashboards and generative AI tools. Identify opportunities to enhance systems, efficiency, and customer experience. Collaborate cross-functionally and share best practices to strengthen the knowledge base. Continuously learn and adapt to emerging technologies. Night shift hours are 11P-8A Tues-Sat or Sun-Thurs. Please note that this is a 24x7x365 help desk so agents will be required to work holidays on a rotating basis. Basic Qualifications Minimum 4 years of experience in a help desk, technical support, or customer support role Associates degree required, may consider additional years of experience in lieu of degree Flexibility to work a rotating schedule (evenings, weekends, and holidays as needed) Strong written communication, analytical thinking, and multitasking skills US citizen with ability to obtain a secret security clearance IAT level I certification (A+ or Network+) Preferred Qualifications Technical or customer support experience in a digital or SaaS environment Proficiency with Salesforce, Datadog, Notion, Stripe, or Retool Familiarity with SQL, Splunk, Domains, Chrome Developer Tools, and JSON Post-secondary education in Technology, Computer Science, or a related field an asset Tech-savvy, with the ability to learn and apply new tools quickly Excellent problem-solving and decision-making abilities Professional Skills Analytical and solution-oriented mindset Excellent communication and interpersonal skills Adaptability and flexibility in a fast-paced environment High attention to detail and precision in troubleshooting Team player who thrives in a collaborative, high-performing environment