IT Helpdesk Support, BloomReach
Helps companies improve customer experience
Job no longer available
Helps companies improve customer experience
501-1000 employees
Job no longer available
501-1000 employees
Company mission
Bloomreach's mission is to power magical and measurable digital experiences for people and enterprises around the world.
Role
Who you are
- 3+ years of customer service experience in an enterprise corporate setting in an onsite and remote capacity
- 3+ years of experience with any of the following ticketing systems: Zendesk, ServiceNow, Jira, Service Desk, Freshservice, RT (Request Tracker), Spikeworks, HappyFox
- 2+ years of previous experience with any of the following SaaS platforms: Google Workspace, Office 365, JumpCloud, Okta, Atlassian Jira
- 1+ years of MDM experience with any of the following platforms: Jamf, Mosyle, MobileIron, Fleetsmith, Apple Business Essentials
- Must have the ability to diagnose, troubleshoot and resolve basic to intermediate technical issues
- Proven ability to document and explain technical processes to both skilled, internal team members and external laymen users seeking IT support
- Flexible and adaptable; able to work under pressure and continually context switch
- Strong proficiency in English
- Customer-service oriented with excellent written and verbal communication. You empathize with those who come to you with their issues and make sure they understand you care about those problems
- Confident and willing to deal with emerging problems, immediate tasks and long-term projects
- Must be organized, self-motivated, professional, responsive and have a sense of urgency
- Have a passion for constantly learning new technologies, trends and opportunities
- Have a keen eye for detail; are the type of person who often spots overlooked issues and anticipates upcoming potential problems
- Comfortable performing various technology focused office tasks (troubleshooting office printer, changing toner, troubleshooting office TVs, power cycling conference room equipment and wireless access points, etc)
What the job involves
- Serve as the first point of contact for users seeking IT support over email, chat and phone
- Complete ticketed support items in a timely fashion along with recorded detailed notes and events
- Assist with onboarding & offboarding of users
- Aid users through IT troubleshooting and problem-solving process for online SaaS platform, Windows and macOS operating systems and hardware
- Administer cloud services e.g. Google Workspace (formerly G Suite), Slack, JumpCloud, Jira, Office365, and more
- Direct unresolved issues to the next level of IT support
- Be creative, take your own initiative and solve challenging problems
- Organize company-owned desktop & laptop hardware inventory on-site by printing and applying label asset tags to hardware assets
- Physically examine and evaluate returned company hardware from employees to determine if service repairs are required prior to redeployment or if retirement from inventory is warranted
- Initiate computer wipe and OS reinstallation on returned company hardware (macOS, Windows 10-11)
- Maintain IT asset inventory by recording and tracking company-owned desktop & laptop hardware both on and offsite using cloud-based asset management software
- Identify, analyze, and address gaps in inventory processes by performing and documenting periodic hardware asset audits
- Maintain office-specific documentation and KBs on the support of on-site hardware and relevant applications
Salary benchmarks
Our take
Bloomreach believes that velocity comes from the ability to adapt quickly to the next touch points, channels, and expectations. They designed their AI-driven search and merchandising tools (brSM), next-gen content management system (brXM), and digital experience platform (brX) to be the most flexible on the market.
Bloomreach's aim is to solve everyday frustrations for marketers, developers, and eCommerce professionals, as well as the deeper technology issues sitting at a company's digital core, so that businesses can deliver a fantastic digital experience to every visitor.
Recognised by leading analyst firms, Bloomreach is a Leader in the Gartner Magic Quadrant for Web Content Management (WCM), a Strong Performer in the Forrester Wave for WCM, and a Visionary in the Gartner Magic Quadrant for Digital Experience Platforms (DXP).
Bloomreach has hundreds of large and medium enterprise customers, including Neiman Marcus, Staples, REI, Mailchimp, FC Bayern München, and the UK’s NHS Digital. In early 2023, it further exemplified its savvy approach to marketing by integrating ChatGPT capabilities into its Bloomreach Engagement platform. This expansion of ML/AI solutions will help Bloomreach's clients in their campaign scaling and customer reach.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Feb 2022
$175m
GROWTH EQUITY VC
Jan 2021
$150m
GROWTH EQUITY VC
Total funding: $422m
Company benefits
- Unlimited paid time off policy
- Work from home opportunities
- Commuter benefits
- Personal pension contribution by Bloomreach
- MyEva - online financial expert tool at your disposal
- Access to Private Hospitals with reduced wait times
- Income protection in case of long-term illness or injury
Company HQ
Mountain View, CA
Leadership
Raj De Datta
(CEO)Started his career working as an Analyst at investment bank Lazard. Previously worked as a Director of Product Marketing at Cisco
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