Job Summary
The Level 1 Help Desk Technician is responsible for resolving incoming telephone requests for technical assistance on standard commercial and proprietary applications. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the Help Desk Technician role. All Help Desk Technicians are subject to shift changes to adapt to the business needs of the Help Desk.
SHIFT - Help Desk hours of operations vary by team with most open from 7am - 12am Mon - Fri and various weekend hours. Shift flexibility is requested.
Principal Responsibilities: (Essential Function)
Shift Schedules
Adhere strictly to shift schedule. Timeliness a key requirement.
Flexibility to changes in shift schedules, as dictated by Management, is required
Call Handling
Provide comprehensive technical support services to support center customers
Work within Service Level Agreements, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.
Take all steps to troubleshoot issues reported to them and resolve or escalate to the appropriate contact.
Use all available Knowledge Management Tool during the call
Take all necessary steps to ensure customer satisfaction at the end of the call
Call Logging
Create and submit detailed call logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call logging components
Confirm and update customer profile information as needed
Escalation
Promptly notify management of any potentially “dissatisfied” customers
Follow all documented escalation procedures, including hand off times, for issues requiring 3rd party intervention
Open Calls
Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc.
Knowledge
Proactively seek and possess business acumen for all clients supported
Maintain technical proficiency in all applications utilized by clients supported
Participate in all company organized training events
Contribute current technical information and best practices concerning proprietary applications to the C3i Reference Library or other knowledge distribution channel
Organize and utilize all support resources provided including emails, documentation, contact lists, etc.
Other tasks
Perform customer support related tasks and special projects as assigned by management
Liaise as necessary interdepartmentally to seek resolutions to all issues reported
Participate in client events, as appropriate (resource on site, client training, etc.)
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Job Requirements
Skills
Excellent verbal and written communication skills
Customer Service Skills
Microsoft Office Suite, Windows Operating Systems, Lotus Notes, and Internet applications
Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
Education
BA or Vocational school degree preferred or equivalent work experience
Microsoft Certified Professional certification a plus
Experience
Minimum of 6-12 months of previous call center, computer support, or customer service experience preferred
Working Relationships
Maintain inter-department relationships to resolve client issues
Effectively communicate with both internal and external clients
Develop communication and working relationship with Supervisor
Competencies
Adaptability
Analysis
Customer Service Orientation
Functional Job Knowledge
Initiative
Judgment/Decisiveness
Managing Stress
Negotiation
Oral Communication
Persuasiveness/Influence
Planning and Organizing
Technical and Professional Competence
Work Standards
Written
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace.
C3i, Inc. - 30+ days ago
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