Helpdesk Support
The Ascent Services Group - Ashburn, VA

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Must Have 1. IT knowledge, Helpdesk activities 2. Able work with minimal supervision 3. Able to trouble shoot issues encountered by the client and communicate to the development and back to the client (middle man between development and client) 4. Windows experience 5. High level Communication skills POSITION SUMMARY: The Specialty Services team provides client support for Online, Directories, a suite of Fraud & Risk Support applications, and new products.JOB SCOPE: This role is an individual contributor with a primary focus on execution. RESPONSIBILITIES: • Responsible for supporting more challenging aspects of multiple applications, including Online, Directories, Fraud & Risk Support, and other new products. • Manage routine/non-routine processing and change requests, as well as support customer initiatives. • Work directly with clients on issue resolution – ensuring service levels are attained and client expectations are exceeded. Take initiative to escalate any issues challenging client satisfaction or service targets. • Identify, troubleshoot, and resolve processing, application usage, or business issues. Own issues through resolution working with business and development groups. • Support user acceptance testing for new products and services. • Manage all global hotlines and mailboxes to ensure that support service levels are met or exceeded • Educate clients on all supported product and software applications, usage, and functionality; ensuring client understands best practices. • Represent client perspective, system and operational requirements to internal organizations. • Responsible for own work flow assignments and must be able to take the initiative to resolve problems and meet deadlines. • Identify opportunities for process improvements and needed procedural modifications, working in collaboration with the Technical Analyst and management. • Assist in compiling data for internal reports as needed.
QUALIFICATIONS • Bachelors/Degree or equivalent experience. Typically requires a minimum of 2 years related experience in a customer support role in software, financial or information services. • Detailed understanding of the payment card industry. • Detailed understanding of the products and services, news, systems and operations, risk management tools, and marketing information available through Corporate Online. • Functional knowledge of the Interchange, Plus, and Interlink directories. • Detailed understanding of Compromised Account Management System (CAMS). • Experience using standard MS Office tools (e.g. MS Project, Excel, PowerPoint, Word, Visio, etc.). • Strong time management, organization, and planning skills are essential. • Basic ability to comprehend and translate technical issues. • Able to set priorities and manage customer expectations. • Customer focus with proven ability to establish productive working relationships with staff and management at all levels. • Self starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines. • Solid verbal, written and interpersonal skills are required. • Qualifying Questions: o Technical questions: • 3-5 must have skills & Nice to have skills in order of importance? § Technical position customer services skills, trouble shoot quickly, good communication skills over phone and in English, good time management without a lot of supervision; • What would the typical work day look like for this contractor? § Will receive a lot of quick calls; will be an entry level technical position; • Any preference on the kind of companies the candidates have worked at previously? § Any technology companies or a particular industry background? 1. Banking industry would be nice; technical experience would be good; customer service with technical experience is preferred • Duration of assignment - 1 year

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