IT Help Desk

Overview

Conflux needs people at the ready to meet customer needs by solving their technical problems. They will be the friendly face at the Conflux help desk in the Wavetronix co-op who provides world-class customer service to internal and external customers. They will troubleshoot hardware and software problems themselves or manage resolutions by acting as a liaison between customers and other Conflux personnel. Over time they will learn to resolve more complex problems themselves and handle most customer needs without additional support. This position is full-time at Wavetronix headquarters in Springville, Utah. This is NOT a remote position. Interviews will be done in person and onsite. 

Key considerations

• 1-2 years of customer service experience. Able to serve customers in person, by email, and over the phone. 
• Demonstrated troubleshooting ability.
• Comfort and familiarity working with technology (e.g., PCs, Microsoft products, Apple products).
• Self-motivated work: someone who can teach themselves to solve novel problems and learn relevant related information in anticipation of similar future problems. 
• Able to work in the office 40 hours a week between the hours of 8 AM and 6 PM.

Expectations for success

The best person for this role will quickly acclimate to Conflux’ culture of customer service based technical work. They will quickly learn as they work and attempt to solve customer problems themselves before seeking assistance. They will be a friendly and approachable presence in the Wavetronix co-op that will make customers feel welcome and important. They will effectively communicate with both customers and other Conflux personnel to ensure we quickly and efficiently meet customer needs and reinforce the Conflux brand in their minds as technical experts working on their behalf. They should strive for people to be happier at the end of their interaction than they were at the beginning. 

First 90 Days

• Shadow Conflux personnel as they fulfill the accountabilities of an Internal Technical Support and learn from them as they work.
• Learn how to use the KACE ticket management system and begin accepting ticket assignments.
• Begin building trust relationships with individuals and teams at Wavetronix.
• Begin New Employee Development program and understand Thrive expectations for their professional development. 
• Begin to understand Holocracy and how Conflux uses it to manage work. 

Six Months to One Year

• Staff the co-op help desk.
• Resolve common customer problems.
• Track work and report on co-op activities: common tickets, time to resolve, current ticket queue.
• Identify and relate systemic problems being experienced by more than one customer.
• Continue to learn about technologies in production.
• Document processes used to resolve common issues. 

One Year+

• Confidently solve common and novel problems presented by customers.

• Build the Conflux brand by providing constantly improving customer service.

About Wavetronix

Wavetronix' purpose is to enable rewarding careers and foster personal development. Today, we meet that purpose by creating innovative technologies that make the world's roads safer and more efficient. We lead with insight and innovation; seek out, embrace, and solve difficult challenges; and strive to change the way our customers approach their problems. As a result, we have enjoyed strong growth over the last decades. We continue to invest in long-term growth, creating even more opportunities. We work in teams, so we look for people who are humble, hungry, and smart (you might want to ask us what that means).

If you share our values and have the education and experience to help us create the most talented workforce in the traffic industry, we encourage you to apply.