Customer Service Desk Lead (SME) at brightfin (Remote)

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Company Background:
brightfin is a revolutionary, subscription-based software provider of IT Expense Management and IT Finance Management (ITFM) solutions offered natively through ServiceNow or as a SaaS platform. brightfin helps companies manage IT assets and expenses related to mobile, telecom (fixed / voice & data), and cloud. In addition, brightfin enhances efficiency through automated workflows and industry-leading services such as UEM, lifecycle management, bill pay, procurement, and delivery.
Partnering with enterprises and government agencies globally, brightfin provides cost savings, efficiencies, and deep insights into mobile, telecom (fixed), and cloud expenses. The company has earned a spot on the Inc. 5,000 fastest-growing companies for the last two years and was the highest-recognized technology expense management company.

Job Description:
brightfin is looking for a passionate Customer Service Desk Lead (SME) to provide our clients with the best customer service and support. As a SME, you will be the source of knowledge, technique, and expertise on the service desk and lead and mentor the Service Desk team members. The SME functions as our organization’s ambassador for this knowledge area and applies his or her expertise to support the organizations vision and strategic direction!

Responsibilities and Duties
· Provide customer support to all brightfin clients by phone, email, chat or ticketing system
· Lead and mentor Service Desk agents and assist in prioritizing work for Service Desk Team
· Assist in gathering weekly statistics and preparing activity reports
· Diagnose and resolve non-technical and technical issues
· Work with third party providers or vendors to troubleshoot, diagnose, and resolve/repair issues
· Research and respond to questions or issues using available information resources
· Advise users on appropriate action
· Follow, update and develop standard Service Desk procedures and processes
· Monitors call queue, call backlog, and open calls
· Redirect problems to appropriate resource
· Identify and escalate situations requiring urgent attention

Qualifications and Skills
· 3 Years minimum of Customer Service and leadership experience
· Showcases excellent interpersonal skills for customer and team relations
· Analytical and logical approach to problem solving
· Ability to take initiative and utilize tools given
· Demonstrated ability to work in cross-functional and multi-disciplinary environment
· Good organization and problem-solving skills
· Motivated, self-starter with the ability to prioritize and work independently.
· High School Diploma required; Associates Degree or higher preferred.

Compensation and Benefits:
· brightfin offers a comprehensive health, dental and vision benefits package.
· Paid time off. We strongly believe in work life balance and taking time for yourself.
· 401K with employer match
· Compensation is DOE: range is $22.00/hour - $24.00/hour

brightfin is an equal opportunity employer. The company will consider all qualified applicants without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability, veteran or military status, age, genetic information or other characteristics protected by federal, state, or local applicable law.
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