Help Desk Support

Job Description

Role

Description:

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. May require an associate's degree in a related area and at least 1 year or equivalent experience in the field or in a related area.

Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising independent judgment.

Note that these resources should expect to be taking and resolving incoming client calls up to 90% of the time.

• Answer incoming calls timely and accurately.
• Answers inquiries by clarifying desired information, researching, locating and providing information.
• Resolve customers issues and concerns.
• Creates and maintains knowledge articles.
• Provide technical assistance to the customer (Examples):
  • Adobe Reader issues.
  • Browser issues.
  • Technical computer issues.
• Enter information obtained from the call into a customer relationship management tool.
• Utilize the IVR/ACD for incoming and outgoing calls.
• Follow communication scripts when handling different topics.
• Meet personal/team qualitative and quantitative targets.

• Minimum of 1 year of experience in a call center.
• Strong phone and verbal communication skills along with active listening skills.

All your information will be kept confidential according to EEO guidelines.