Help Desk Technician

Do you love helping people all over the world? Do you thrive under pressure? Do you value autonomy and independence in your work?

At Nextail, we empower retailers to create better experiences while using fewer of the world's resources. Nextail’s cloud-based platform uses artificial intelligence, prescriptive analytics, and optimization to deliver agile merchandising decisions. To date, we’re backed by more than $12M in funding from leading venture capital investors and are working with global retailers like Versace, River Island, and Pepe Jeans.

We are looking for a competent **Help desk technician** to provide fast and useful technical assistance (on-site and remotely) on computer systems and office devices. You will answer queries on basic technical issues and offer advice to solve them.
An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

**It’s a part-time position**

**Responsibilities**:

- Serve as the first point of contact for customers seeking technical assistance over the ticketing system
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided
- Walk the nextailers through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution (using the appropriated tool)
- Follow-up and update colleges status and information
- Identify and suggest possible improvements on procedures
- Internal Tool Management
**We offer**:

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High flexibility**: We’re strong believers that what matters most are results. Each Nextailer is empowered, through trust and ownership, to organize their time as they see fit without jeopardizing the time or work of their colleagues.
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Remote-first philosophy**: Nextail started as a remote company and continues to offer a nice mix of remote and/or office-based environments around the world.
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International environment**: We operate across the globe, with recent operations reaching from Europe all the way to Australia, and our team alone consists of professionals of more than 15 different nationalities. While many of us are multilingual, our **working language is English**.
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Diversity on all levels**: United as a single team, we celebrate diversity at every dimension. Professionally speaking, are you ready to work alongside tech geniuses, data science magicians, and fashionistas? You’ll have teammates with extensive experience in a wide variety of professional fields, including technology, retail, consulting and entrepreneurship.
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The laptop of your choice**: We want you to work with the tools that are most comfortable for you
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Flexible compensation plan**: We offer a fixed + variable salary as well as company equity as we progress towards our Series B fundraising round.
- Tech savvy with working knowledge of office automation products, databases and remote control
- Good understanding of computer systems (Windows, Linux & Mac), mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Excellent communication skills
- Result-oriented and cool-tempered
- Proficiency in English
- At least 1 year experience as a help desk technician or other customer support role is a plus
- _Nextail is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
- To all recruitment agencies: Nextail does not accept agency resumes. Please do not forward resumes to our jobs alias, Nextail employees or any other organization location. Nextail is not responsible for any fees related to unsolicited resumes._