Help Desk Technician II

Want to be part of a fun, growing team? R.K. Black’s goal is to hire and keep exceptional associates who share our focus to deliver tremendous client care consistently. This position will provide support in our Oklahoma City office. The ideal candidate will represent R.K. Black with extreme reliability and trustworthiness. They should be comfortable working independently and have excellent communication skills.

Dispatchers must maintain clear and concise communication with department managers, associates and clients while keeping an attitude of helpfulness. This role serves as a vital communications link between our clients and the support team.

• College Degree preferred;high school degree required
• Minimum two years’ customer service experience using ERP software, four year’s customer service experience preferred

• Front-line Customer Service Representative for RK Black’s Managed Network Service Team
• Answer incoming calls in a prompt and professional manner, creating service requests using ERP software,
• Effectively manage multiple calls, following established policies and procedures to prioritize service requests and assign appropriate technician
• Effectively create and maintain service technician’s daily schedule
• Calendar all tasks to be completed each day using scheduling software
• Contact clients (by phone or email) to gather information needed for effective and successful client experience
• Contact clients to schedule delivery of equipment
• Maintain regular and open communication with management, technicians, and engineers
• Respond to all communication from clients, vendors, co-workers, and management in a timely manner.
• Portray an “I am here to help you” positive attitude with each client interaction
• Ready to go above and beyond to provide excellent customer service, creating an exceptional client experience with each interaction

• Personify friendliness and exhibit ability to get along with others
• Demonstrate a desire / urgency to accomplish tasks
• Possess exceptional organizational skills
• Able to troubleshoot, prioritize, and multi-task effectively
• Work under moderate pressure created by deadlines and work volume
• Possess the interpersonal skills necessary to communicate effectively with all levels of vendors, associates, and clients
• Communicate clearly in verbal and written English

• Able to stand & move freely, and sit for prolonged periods of time
• Able to carry computer equipment up & down stairs, up to 20 lbs.
• Able to use hands to operate a phone, computer, copier, filing system, etc.
• Maintain a well-groomed, neat, clean appearance

Wage: Commensurate with experience

Benefits: Made available first of month following 60 days employment. Health, Vison, Dental, 401K