Help Desk Support Agent
Case Commons - New York, NY

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Help Desk Support Agent Full Time, New York City

Our product positively impacts lives
We want to help kids who are at risk. We also want to help the people who are trying to help those kids. We accomplish these goals through web-based, user-centered software via our product, Casebook. Â To do this, we are tackling the long-term objective of developing, selling, and implementing innovative technology for the public sector (a.k.a. state and federal government).

Help us solve real problems
This is not your average content-driven or e-commerce Ruby on Rails application. It is an application, mandatorily used by government employees and others, with deep workflows, intricate modeling and statistical analysis. We employ an agile approach, but work with customers who are more traditionally waterfall. Our platform is written utilizing 100% open source frameworks and tools.  Our goal is to make government operational technology as usable and enjoyable as consumer web-based products – so that government can gather and utilize reliable data in order to manage its operations and improve its ability to serve constituents.

What you'll do as Help Desk/Support Agent at Case Commons:
We are looking for a Level 3 Help Desk Support Agent who is passionate about providing great user experiences and relishes the idea of troubleshooting and helping to solve challenging problems in social and collaborative software. Since this will be a key support role, you must have fantastic judgment, strong web application and architecture literacy and excellent communication skills (written and verbal).

If you fit the bill, you will be primarily responsible for managing incoming tickets from report through successful resolution, working collaboratively with our product development team to triage issues, continually improve our processes and advocate for future product feature requests and customizations.

Core Skills:
• Will report to the Help Desk Support Manager and work closely with the product, project management and engineering teams in addition to clients and users
• Will review all incoming tickets through Zendesk and proactively investigate them, escalate when necessary and manage the queue
• Will think holistically and creatively about the intentions and needs of users submitting tickets so that we are solving the problem they have rather than addressing the symptoms

Supporting Skills:
• Will work with product team and engineering team to flesh out bugs and turn them into development tasks
• Will work with QA to ensure fixes and enhancements meet our quality standards and successfully resolve the cases that spawned them
• Will ensure that tickets receive appropriate responses within the time frame required by our contractual SLAs with our partners
• Participate in the evolution of the product once launched by working with partners to define, catalog and prioritize enhancement/feature requests

What you have:
• Web and technology savvy and curious
• Must be super organized
• Must be a great communicator - both input and output
• Must be empathetic
• Must be a good problem solver
• Must be good at seeing patterns
• Must be both analytical and creative
• Ability to work independently
• Ability to excel in a fast growing/fast paced environment delivering accuracy while managing to deadlines
• At least 2 years help desk experience - Level 3 experience preferred
• Experience with Mac OS a plus
• Experience working with Zendesk or other CRM platform a plus
• Experience with reporting tools or Good Data a plus
• Experience with the agile development process a plus

What you’ll enjoy:
• The opportunity to work on a product that can transform lives
• Not only work on cutting-edge and innovative technology but feel good about what we’re doing as a company (food for the soul)
• Creatively solve difficult problems
• Work in small teams collaboratively with Engineers and User Experience Designers
• Brown bag presentations
• Access to a creative, engaged community of other engineers, PMs, designers and entrepreneurs
• Agile work environment
• Daily catered breakfast
• Stocked beer fridge as well as micro-brew from our own aficionados
• Full kitchen
• Ping pong and other work/life balance tools
• Open work environment, shoes optional
• Union Square location
• Full benefits package, 401k matching, 20 vacation days, 11 company holidays, 4 personal days, 5 sick days

To be considered, please send your resume to .