Help Desk Technician - Tier 1

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:

Under the direction of the Help Desk Manager, responds to and diagnoses problems through discussion with users. Uses minimal independence and judgment; works within set policies and procedures to solve problems. Is accountable for the quality, timeliness and accuracy of your own work. Work is performed with frequent supervision and checked for accuracy and completeness.

Key Areas of Responsibility and Critical & Essential Tasks

• Provides superior customer service as related to help desk and equipment repair departments.
• Researches problems, isolates and resolves less complex calls immediately; refers more complex problems as
• necessary.
• Receives help desk calls, creates trouble tickets, responds to and diagnoses problems through discussions with users.
• Documents, tracks and monitors all calls to ensure timely resolution.
• Conducts follow-up calls to customers when necessary.
• Following documented processes and procedures.
• Active Directory/User Admin experience.
• Customer service support to system users.

Requirements

• Six months to one year of related experience and/or technical training.
• Associate’s degree or equivalent from a two-year college or technical school.

Competencies

Job-Specific Knowledge, Skills, and Abilities

• Demonstrated knowledge of help desk support and familiarity with help desk
• software.
• Demonstrated knowledge of and ability to perform superior customer service skills.
• Demonstrated verbal and written communication and interpersonal skills; attention to
• detail and accuracy; and time management and organizational skills.
• Demonstrated ability to work independently and/or on a team and meet deadlines.
• Demonstrated strong verbal and written communication and interpersonal skills;
• attention to detail and accuracy; and time management and organizational skills.
• Highly proficient in the use of MS Word, MS Excel, PowerPoint and Outlook

EZCORP is an equal opportunity employer