​Help Desk Technician
XSELL Technologies, Inc.

XSELL Technologies is transforming the way businesses interact with their customers to build more meaningful relationships. We leverage augmented intelligence to deliver digital personalization at scale. Our unique business model brings together proprietary cloud-based natural language processing with deep human expertise to empower the best real-time responses to exponentially increase sales and conversion rates alongside an unmatched customer service experience. 

Why XSELL?

At XSELL, you will be poised to write the best chapter of your career. The time is now!

We have spent the last four years envisioning and creating a platform that today is transformative, but tomorrow will be mainstream. The next chapter of our company's growth is right around the corner. We are looking for wildly talented, capable people who can grow with us at a fast pace, take on more, lead through ambiguity and want to be a part of something important and meaningful. At XSELL we foster an entrepreneurial, results driven work environment where you will have the opportunity to be part of a collaborative, inclusive team.

Overview of the Role

We are currently seeking a Help Desk Technician to support our growing clientele. This position requires a knowledge of desktop support and first level troubleshooting and will be an individual contributor.

Ways You’ll Contribute

• The ability to find the right resource, and asking the right questions is the key to success
• Manage, monitor, and report on the services covered under the Help Desk and develop response levels to support a five-star Help Desk experience
• Communication and updates business teams and ability to communicate to technical and non-technical audiences
• Perform Tier 1 technical support and assess and engage higher level technical support where necessary
• Coordinate complete ticket information received from customers and client success teams
• Adherence to internal and external SLA's
• Proactively report potential issues and service level impacts
• Ability to collaborate across cross functional teams
• Ability to multitask in a fast-paced environment
• Knowledge of networks, servers, firewalls, BI tools
• Quality Analysis (QA) of closed help desk requests
• Identify recurring issues and engage the right team members to bring issues to a close
• Create documentation in conjunction with the tech team about common problems / fixes, computer systems, servers, and network layouts as necessary or requested

What You’ll Bring

In order to be successful, you will need the following:

• Associate degree in IT related field (or equivalent work experience)
• 1-3 years of experience working in a technical environment.
• Knowledge of basic computer and networking hardware and maintenance
• Strong diagnostic and problem-solving skills
• 1-2 years of Office 365 experience preferred
• Experience with Google Suite products
• Experience troubleshooting Windows 10
• Experience supporting the Mac operating system and applications.
• Excellent written and verbal communication skills with ability to communicate in both technical and non-technical language.
• Ability to create and maintain technical documentation
• Strong knowledge of computer systems
• Ability to work both individually and as a member of a team
• Experience supporting a remote workforce
• Keen attention to detail.
• Ability to conduct research into a wide range of computing issues as required.
• Holds an active driver’s license - must be willing to travel between 2 Chicago office
• Must be eligible to work in the US without needing sponsorship

XSELL Technologies is an Equal Employment Opportunity Employer and all employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.