About Moser

For more than 25 years we have formed partnerships and grown through open and honest collaboration with our clients, partners, and employees. We are best known for taking great care of our clients, our dedication to creating a work environment where employees do their best work, and our deep commitment to continuous improvement. Our consultants work in a collaborative and fast-paced environment, are self-motivated, and are passionate about evolving technology. It is no accident that we are recognized as one of the Best Places to Work in Indiana for 10 consecutive years.

Internally, we believe in building strong teams from the top down with a focus on values in our Model-Coach-Care philosophy. Our leadership are encouraged and trained to model good practices, mentor other employees and each other, and show empathy and caring in all interactions. This is the base of our core values: Accountability, Balance, Collaboration, Focus, Integrity, Social Responsibility, Support and Transparency.

Moser Consulting believes in equal opportunity for all people and is committed to enabling a diverse, equitable, and inclusive culture. We foster a spirit of unity that respects the remarkable individuality of everyone's culture, history, and service.

About the Position

Moser is currently looking for a Help Desk Customer Support Specialist to assist our customers with technical problems when using our applications and services.

Help Desk Customer Support Specialist responsibilities include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should have excellent organization and communication skills to effectively understand the problem and explain its solution. You must also be customer-oriented and patient to deal with difficult customers.

The ideal candidate is organized, patient, and able to solve complex problems. This position deals with multiple requests daily, so applicants should be acclimated to dealing with stress in a fast-paced environment. Prioritization is very important for this position and the Customer Support Specialist should be dedicated to learning which requests should be priority within day-to-day operations.

Requirements

Positive attitude with a drive for success.
Responsible for managing calls, responding to incoming calls, recording all calls, and gathering information for each of the calls.
Serves as the final point of contact for customers seeking technical assistance over the phone, email, webform, and chat.
An effective communicator who understands the importance of listening and being empathetic.
Ability to work shift work.
Determine the best solution based on the issue and details provided by customers.
Solid computer and multi-tasking skills.
Ability to work and grow in a fast-paced environment.
Dependable, reliable, with a strong attention to detail.
Willingness to learn new skills and ability to adjust to changes quickly.
Open to feedback to support your performance and development.
Documents all actions taken for the call in the incident problem tracking system.
Transfers calls to the appropriate level of support, as required.
Contacts third-party vendors for assistance as required, per existing support agreements.
Informs the service recipient of the status of existing calls.
Contacts the service recipient to obtain further information if needed.
Performs initial call escalation on behalf of the service recipient.
Obtains service recipient agreement for closing calls.
Must be able to work a flexible shift (8/10/12 hours).

Where You'll Work

Moser has two offices in Indianapolis, IN, and one in Baltimore, MD. You will have the choice to work from one of our office locations, flex your time, or remain fully remote (in the U.S.).

Benefits

At Moser, the secret to success is our people and our commitment to them. We hire the best people, welcome them like family, connect them with opportunities, and let them do what they do best: produce innovative solutions to technology problems. Our culture gives us a competitive advantage by keeping our employees happy, healthy, and by lowering stress levels in a very demanding industry. We focus on giving employees: an incredible workspace; a fun, collaborative, and creative atmosphere; an extremely generous compensation package; and dozens of outstanding and unique perks usually not found at one company.