WE ARE

Soft Serve is a global digital solutions company with headquarters in Austin, Texas, founded in 1993. Our associates work on 2,000+ projects with clients in the USA, Europe, and APAC region. We are about people who create bold things, make a difference, have fun, and love their work.
Our Service Desk Team loves technology and has everything needed to pursue their passion for creating innovation. We are the primary support for end users, handling their requests and troubleshooting automatic monitoring alerts for error states.

IF YOU ARE

• Demonstrating at least 1 year of experience in a call center or service desk
• Having a background in customer support
• Proficient in both verbal and written communication
• Resistant to stress and able to stay cool-headed in tough situations
• Customer-focused with a problem-solving attitude
• Skilled in teamwork and effective multitasking
• Personally motivated, a quick learner, organized, and responsible
• Possessing at least a pre-intermediate level of English
• A holder of a technical background with a basic understanding of ITIL processes (would be a plus)
• Skilled in SQL and Power BI (as an advantage)

AND YOU WANT TO

• Monitor incoming requests using specialized tools, swiftly making initial diagnoses and demonstrating a commitment to addressing user needs promptly
• Resolve requests within your expertise or efficiently reassign them to responsible parties, showcasing dedication to providing effective solutions
• Engage with requesters by gathering crucial information and proposing well-thought-out solutions while maintaining clear and proactive communication throughout the support interaction
• Update internal instructions in our knowledge base, contributing to its continuous improvement and ensuring a well-documented resource for the entire support team
• Manage requests proactively through their entire lifecycle, ensuring end-users are consistently informed about the progress of their requests
• Assist the Service Desk Lead, collaborating effectively to enhance the overall efficiency and success of the support team

TOGETHER WE WILL

• Cooperate in a friendly and supportive working atmosphere
• Support your technical and personal growth, having a clear career path with Soft Serve’s People Excellence program
• Develop and grow professionally with Soft Serve University and Udemy Business (free corporate online and offline training)
• Have access to experienced specialists willing to share their knowledge

Soft Serve is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, age, sex, nationality, disability, sexual orientation, gender identity and expression, veteran status, and other protected characteristics under applicable law. Let’s put your talents and experience in motion with Soft Serve.