Help Desk Operator for Software Product

Quick Facts

Help Desk Operator role supporting a software product used by universities and research institutions.

Description

You will be the main contact person for customers when they need product adjustments or run into issues. You’ll collaborate closely with the implementation team to hand over requests, define resolution steps, and ensure timely execution with feedback back to the customer. All work will be tracked in a ticketing system, including some basic configuration fixes and continuous learning about the product and related areas.

Responsibilities

• Serve as the primary customer contact for changes and problem resolution
• Coordinate with the implementation team to plan and execute solutions
• Ensure timely delivery and communicate progress and outcomes to customers
• Maintain accurate records in a ticketing system
• Perform basic configuration adjustments (training will be provided)
• Continuously expand knowledge of the product and related topics

Requirements

• Enjoy learning new technical knowledge
• Strong interest in diagnosing and solving technical issues
• Excellent written communication; ability to explain complex topics simply
• Empathetic, customer-focused approach
• Proactive ability to advise customers even without explicit requests
• Ability to set boundaries and maintain them when necessary
• Meticulous and systematic work style with priority setting
• Ownership mindset—does not leave ongoing work unfinished
• Strong preference for keeping things organized

Benefits

• Meaningful product helping universities in their work
• Low-ego, open communication and close team collaboration
• Support for growth and team members
• Valued initiative and room for improvement ideas
• Working with modern technologies and active AI adoption