Service Desk Analyst

Title: Service Desk Analyst

Location: Austin United States

Job Description:

Help us change the way the world parks

Parking isn't just about spaces - it's about creating seamless experiences, sustainable solutions, and smarter cities. At Flash, we're not just thinking about today's parking challenges; we're actively shaping the future of parking + charging. Join us in transforming the way the world parks.

Join Our Flash Team as a Service Desk Analyst!

Flash is looking for a Service Desk Analyst to help deliver on our mission to free consumers from the hassles of everyday travel by making it faster and easier to get where you need to go, so they can focus on the destination.

The Service Desk Analyst will manage remote client support by managing inbound Service calls and emails while providing excellent customer service. The individual will be responsible for the remote configuration, advanced troubleshooting, and support of FLASH onsite products, including parking kiosks and their components, access control gates, license plate recognition cameras/controllers and other product solutions.

At Flash, we empower our employees to innovate, collaborate, and solve impactful challenges. As part of our team, you'll work with cutting-edge technologies, drive meaningful product improvements, and contribute to a customer-first culture in a dynamic, fast-growing company!

Location: Austin HQ, Hybrid, in the office Monday, Wednesday, and Thursday. Sunday and Tuesday are Remote. 

Schedule: Sunday-Thursday, with Sunday hours from 9:00 AM-6:00 PM and Monday-Thursday hours from 7:00 AM-4:00 PM (Friday and Saturday off)

Travel: 0%

What You'll Do:

• Serve as an escalation point for complex technician issues where other troubleshooting has been exhausted.
• Make any necessary changes to the site configuration to resolve problems and satisfy client expectations.
• Implement customer rates based on Flash standards.
• Replicate unexpected behaviors in test environments to identify/validate bugs in Flash software.
• Document and assign bug severity based on revenue impact.
• Serve as a liaison between Support and Dev teams.
• Audit reporting to identify discrepancies and adjust client rates to correct.
• Investigate and process refunds on behalf of customers.
• Roll out software upgrades as necessary, managing both business standards and proprietary software.
• Enter quality information into tickets to appropriately capture data; maintain adherence to Flash Support ticketing policies.
• Participate in on-call rotation to provide after-hours support.

What You Bring: 

• Communicate at multiple levels both internally and externally. 
• Technical understanding and aptitude. 
• Documentation skills. 
• Experience in test environments and bug reproduction.
•  Experience with Support ticketing software. 
• Thorough knowledge of Windows PC environments and associated components. 
• Ability to read, write, speak, and understand the English language in a business environment. 
• Strong organization and communication skills. Reliability, accountability, responsibility, and the ability to work as a team player.

Qualifications:

• Minimum of four years of client-facing technical support. 

$55,000.00 - $79,000.00/year

• Final salary will be determined based on the candidate's skills and experience level.

 Competitive Rewards Package includes:

• Comprehensive medical, dental, and vision insurance
• 401(k) with company match
• Paid time off and flexible work environment
• Opportunities for professional growth and development

Flash is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, allow us to attract creatively-led people, and to develop the best products, services and solutions. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status