Roles and Responsibilities

-Primary responsibility is user support and customer service. Be present and visible in the Helpdesk area and available to users requiring technical assistance.

-Respond to questions from callers; remotely assist Operators, managers, and team members with technology issues.

-Responsible for ensuring customer satisfaction in every step of problem resolution.

-Support commonly used software, hardware, and other equipment as needed.

-Responsible for secondary support of back office hardware, including connectivity hardware.

-Follow standard Helpdesk operating procedures; accurately log all helpdesk contacts using management tracking software.

-Stay updated on technology changes and problems.

-Ability to handle constantly changing flow of call volume; remain productive during slow times, be able to multi task during busy times; and patience and professionalism during stressful situations.

-Agent must have flexibility for backfilling for peers when coverage is needed. This includes holidays, weekends, and night shifts if required.

Skill Set Required

-Agent must be able to type 55 wpm.

-Agent must score 70% or above on the basic skills test.

-Detail Oriented

-Ability to Multitask

-Attention to Detail

-Excellent communication skills

-Ability to take direction

-Genuine desire and spirit to help others.

Skill Set Desired

-An associates degree or currently enrolled in school.

-Prior work experience in technical support.

-Working knowledge of MS Office

-Bilingual skills a plus