Service Desk and Customer Support Specialist

ECCO Select is a talent acquisition and consulting company specializing in people, process and technology solutions. We provide the talent behind the technology enabling our clients to achieve their goals. For more information about ECCO Select, visit us at www.eccoselect.com.

Position Title: Service Desk Analyst I – Consultant

Location Information

Kansas City, MO (Remote eligibility; occasional office visits may be required for meetings, events, or training. Executive approval required for residence outside of Kansas City.)

Position Responsibilities:

• Deliver first-level technical and customer support for a range of applications, products, and services to both internal and external stakeholders.
• Respond promptly and professionally to routine customer inquiries and basic technical issues through multiple channels, including phone, email, chat, and Slack.
• Accurately record incidents, service requests, and resolutions within the Jira Service Desk system, maintaining up-to-date and precise ticket documentation.
• Assist users with access management processes such as password resets, account unlocks, and general account inquiries, adhering to established company procedures.
• Manage calls and tickets from assigned queues, independently resolve standard issues, and escalate more complex problems to appropriate teams as needed.
• Safeguard confidential and sensitive company and customer information by following relevant security and privacy protocols at all times.
• Work collaboratively with team members, internal support teams, and business partners to ensure the delivery of timely and effective service.
• Contribute to the ongoing improvement of customer service quality by sharing constructive feedback, following standard operating procedures, and identifying opportunities to enhance documentation and support processes.

Essential Skills, Experience

• Associate’s degree from an accredited two-year college or technical school, or equivalent combination of education and relevant experience.
• Experience working in a customer service, call center, or contact center environment is strongly preferred (1+ years desirable).
• Comfortable providing support through phone, email, chat, and collaboration platforms such as Slack.
• Familiarity with Jira Service Desk or similar IT ticketing systems for tracking, documenting, and following up on support cases.
• Basic proficiency in using standard web browsers, Microsoft Office Suite/Office 365, and the capacity to quickly learn new software tools.
• Demonstrates strong interpersonal and communication skills with the ability to interact effectively with a diverse range of clients and internal teams.
• Exhibits sound judgement, attention to detail, and organizational skills in ticket management and documentation.
• Able to manage and resolve multiple tasks efficiently in a dynamic, fast-paced setting.
• Committed to protecting confidential information and upholding privacy protocols across all interactions.
• Flexible to adapt to changes in process or service priorities as needed, and open to continuous learning and professional growth.

Qualifications:

• Must be able to work the schedule of 8:00am–4:30pm, Monday through Friday; schedule may not follow traditional holiday calendars.
• 12-month contract position.
• Remote work eligible, with periodic in-office attendance required for meetings or training sessions.
• Residence outside Kansas City will require executive approval.

ECCO Select is committed to hiring and retaining a diverse workforce. Our policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. Veterans of our United States Uniformed Services are specifically encouraged to apply for ECCO Select opportunities.

Equal Employment Opportunity is The Law

This Organization Participates in E-Verify