Service Desk Specialist at Salsify

Boston, Massachusetts, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Retail, E-commerceIndustries

Requirements

Demonstrated ability to manage multiple priorities and complex tasks effectively
Exceptional organizational and time-management skills, with a proven ability to independently prioritize and manage a high volume of complex technical requests and projects
Strong aptitude for quickly mastering new and emerging technologies
Strong learning agility and a desire to grow in a customer-centric environment
Self-starter with the ability to work with varying levels of seniority in the IT organization
Strong bias toward continuous improvement

Responsibilities

Lead the resolution of complex technical issues and escalations from end-users, encompassing advanced troubleshooting of computer systems, network connectivity, enterprise applications, and hardware
Act as a primary point of contact for advanced user inquiries, providing clear, concise, and professional guidance while documenting solutions for the knowledge base
Mentor junior service desk staff on best practices for user interaction and problem resolution
Collaborate extensively with cross-functional IT teams (e.g., Network, Security, Systems Administration) on significant IT projects, including large-scale hardware/software deployments, network infrastructure upgrades, and system migrations, ensuring minimal disruption to business operations
Install or replace computer peripherals for users
Diagnose and resolve advanced network issues, including complex wireless connectivity problems and print server configurations, identifying root causes and implementing preventative measures
Take ownership of assigned IT projects from inception to completion, managing scope, timelines, and communication with stakeholders, while actively contributing to project planning and execution
Develop and maintain comprehensive documentation for IT processes, procedures, and troubleshooting guides, contributing significantly to the IT knowledge base to empower both end-users and the service desk team
Provide support with in-office meetings and events

Skills

Key technologies and capabilities for this role

Service DeskIT SupportTroubleshootingCustomer ServiceHardware SupportSoftware SupportTicketing Systems

Questions & Answers

Common questions about this position

What is the salary for the Service Desk Specialist position?

This information is not specified in the job description.

Is this role remote or does it require office work?

The role requires working in the Salsify Boston office.

What skills are required for the Service Desk Specialist role?

The position requires strong learning agility, self-starting ability, capacity to work with varying seniority levels, bias toward continuous improvement, and skills in advanced troubleshooting of computer systems, network connectivity, enterprise applications, and hardware.

What is the company culture like at Salsify?

Salsify embodies an equitable, diverse, and inclusive company culture, united across countries, levels, tenures, and dimensions of diversity, while accounting for the full authenticity of every employee.

What makes a strong candidate for this Service Desk Specialist role?

Strong candidates demonstrate strong learning agility, a desire to grow in a customer-centric environment, self-starting initiative, ability to collaborate across seniority levels, and a passion for continuous improvement.

Salsify

Platform for managing product data and assets

About Salsify

Salsify provides a platform called CommerceXM that helps brands and retailers manage their product data and digital assets for online sales. The platform combines Product Information Management (PIM), Digital Asset Management (DAM), and Experience Management (XM) to ensure that product information is consistent and engaging across various online channels. Clients, including direct-to-consumer brands and large retailers, can automate the transformation of digital assets and synchronize supply chain data, which allows them to maintain a single source of truth for their product listings. This capability improves operational efficiency and enhances customer engagement, ultimately leading to increased sales. Salsify operates on a subscription-based model, offering different service tiers to meet the varying needs of its clients.

Boston, MassachusettsHeadquarters

2012Year Founded

$440.3MTotal Funding

SERIES_FCompany Stage

Data & Analytics, Consumer SoftwareIndustries

501-1,000Employees

Benefits

Health Insurance

Unlimited Paid Time Off

Stock Options

Health Savings Account/Flexible Spending Account

Risks

Increased competition from PIM leaders like Akeneo and Contentserv pressures Salsify to innovate.

Recent layoffs may impact operational capacity and employee morale.

Focus on new technology products could strain resources and affect core offerings.

Differentiation

Salsify integrates PIM, DAM, and XM for comprehensive digital commerce management.

CommerceXM platform offers seamless synchronization of supply chain data and digital assets.

Salsify's AI-driven content validation enhances product information accuracy and engagement.

Upsides

Recognition as a 'Leader' in PIM boosts market credibility and client attraction.

Partnership with Mamenta expands global reach and revenue opportunities.

New CFO David Forlizzi may introduce strategies for growth and profitability.

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