Service Desk Specialist

At EZCORP we are a growing team focused on creating and changing the pawn industry as we know it today. We believe that our platform enabled lending and e-commerce solutions will revolutionize our ability to attract, engage and service our customers across the United States, Mexico and Latin America.Join us now for an opportunity to be a part of a team that wants to provide access to short-term cash for every person – everywhere!The Company:Founded in Austin in 1989, EZCORP has grown into a leading provider of pawn loans in the United States, Mexico and Latin America. We are dedicated to satisfying the short-term cash needs of consumers who are both cash and credit constrained and providing an industry-leading customer experience.What’s in it for you:Ground Floor opportunity with EZCORP, a company with a start-up, purpose-driven mentality where innovative and agile problem solving are part of our DNA along with competitive compensation and benefits.Address:GuatemalaThe Service Desk Specialist ensures the timely handling of all service requests (Incidents and Requests) submitted by the different areas of the company through the established communication channels for user support (Phone, Chat, Self‑Service Portal, Email), while maintaining a high level of customer satisfaction.ESSENTIAL DUTIES & RESPONSIBILITIESHandle 100% of all tickets submitted each day.Meet the established SLAs for all services in the catalog.Follow all required documentation and logging procedures.Achieve a minimum end‑user satisfaction rating of 90%.Document resolutions in the knowledge base as part of incident handling.EDUCATION & EXPERIENCEKnowledge of computer hardware and software, MS/AD, and basic networking.Experience in customer service, handling IT equipment (computers, printers, scanners, etc.), following procedures, Windows Operating Systems (7, 10, 11), and MS/O365.Technical support experience, customer service skills, and the ability to provide remote assistance for IT service requests.Experience in remote IT user support roles (Service Desk / Help Desk / Call Center).At least 2 years of experience in similar positions.Bilingual in English is required.EZCORP is an Equal Opportunity Employer

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