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Jobs or company...
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Service/Support Desk Manager

  • Full Time, onsite
  • Engel & Vlkers Americas, Inc.
  • Remote On Site, United States of America
Salary undisclosed

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Job Description

Job Description

Service/Support Desk Manager

Engel & Vlkers is a global luxury brand specializing in residential and commercial real estate and yachting. Founded in Hamburg, Germany in 1977, Engel & Vlkers now includes over 1000 brokerages in 34 countries across five continents. Engel & Vlkers Americas supports a network of premium residential real estate brokerages throughout the United States, Canada, Mexico and the Caribbean and is responsible for the firm s ongoing expansion in additional markets.

We are seeking a Service/Support Desk Manager based in Canada who will work fully remote to service our Americas company. The ideal candidate is good with people and process, an analytical problem solver, and has the ability to be a critical thinker. This position provides a great opportunity to improve analytical, collaboration and communication skills, within a global company, with exposure working across many departments.

RESPONSIBILITIES

  • Effective and timely resolution of client support requests, including troubleshooting, resolving, escalating as needed as well as documenting support tickets
  • Write documentation in order to improve references
  • Communicate service status updates to stakeholders
  • Maintain the service and support platform
  • Create documentation for Knowledge Base
  • Analyze the service management system, type of service tickets and support requests for trends or repetitiveness to determine if additional user training and/or documentation is needed and to alleviate incoming support requests
  • Work with cross-functional teams, particularly the Engineering and Product teams, on enhancements, updates to the product offering or service platforms as needed to better serve franchisee s needs.
  • Service third party vendors support tickets as applicable
  • Test and recommend new support technology as applicable

SKILLS

  • Bachelor's degree or equivalent support experience
  • 2+ years Customer Support Specialist or similar role, remote support experience
  • Expert knowledge of Google Cloud Platform, G-Suite apps
  • You have a strong understanding of administration (user accounts, permission models, access control) and familiarity with networking (NAT, firewalls, and basic routing).
  • You have familiarity with remote assistance tools and concepts as well as help desk queue management systems (Freshservice/Freshdesk)
  • You think in solutions, not in problems and you take pride in meeting ambitious deadlines.
  • You enjoy working in a team and still have the ability to work independently.

Do you feel that you are the right individual to accept and succeed in this position? We are looking forward to receiving your application.

At Engel & Vlkers we strive to build diverse teams and are committed to equal employment opportunity welcoming and considering qualified applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, or any other group protected by law.

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Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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