HelpDesk Associate

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods. Through our work, we are committed to contributing to a sustainable future, both for fashion and for our employees. Authenticity is a core component of our business; we value it in our products and we celebrate it across our teams by encouraging every TRR employee to bring their REAL authentic selves to work each day. We’re hiring, and we’d love for you to join our dynamic team!

 

We are looking for a technically skilled candidate with good problem-solving ability for the position of HelpDesk Associate.  Service will be covering the entire platform at The RealReal. This position will report to the Director of IT. The duties of an HelpDesk Associate include responding to user needs in a timely manner and performing onboard/offboard responsibilities, among other technical duties.

The HelpDesk Associate is expected to display good interpersonal skills as they will interact with colleagues from various departments and executive levels. They are required to listen to the technical needs, understand the problems and implement solutions to them.  They should have an interest in pursuing IT as a career and an enthusiasm to learn new skills.

What You Get To Do Every Day

• Respond to the daily queue of helpdesk requests in a timely and efficient manner
• Properly record, track, and document ticket/incident information and escalate problems (when required) to the appropriate technician.
• Act as a first point of escalation for customer interactions for certain technical issues
• Perform on/off boarding of employees in a timely manner
• Manage, update and maintain records in the asset management tool
• Create, add and modify accounts and services across our various platforms

What You Bring To The Role

• Excellent verbal and written communication skills, able to clearly speak to end users and explain technical details in a manner they can understand
• Strong customer service skills and the ability to successfully and consistently satisfy client problems and needs 
• Demonstrated ability to work well in a fast-paced, iterative, deadline-driven environment
• Ability to organize, prioritize, and meet established deadlines
• Familiar with Apple Mac Hardware and PC Hardware
• Familiar with Mac OS X, Windows 11, iOS
• Familiar with Google Workspace

 

The expected hourly rate for this role is $19.69 - $21.83. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR’s total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.

GHR8631 #LI-MR10 #LI-Onsite

 

 

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with more than 30 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women's and men's fashion, fine jewelry and watches, art and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off and direct shipping. We do all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as handling shipping and customer service. At our 13 retail locations, including our twelve shoppable stores, customers can sell, meet with our experts and receive free valuations.

The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, ha