{SAP JOBS USA:132840} Service Desk Agent

$14/hr

 

Service Desk Agent

 

Greater Cincinnati                 

Dallas             

San Antonio                

Minneapolis               

Tampa

 

• Provide professional end-user support for inbound interactions via telephone, email or web submits

• Take end to end ownership of the issue from opening till closure

• Provide basic troubleshooting, restorative or maintenance actions to resolve end-user problems  based on standard procedures and knowledge articles provided

• Enter data into the database in timely and accurate manner

• Effectively transfer customer requests to an appropriate party and track them to closure

• Confirm customer understanding of the solution and provide additional customer education as needed

• Adhere and achieve service level targets set for the project

• Participate in training and activities designed to improve customer satisfaction,  continual improvement and business performance

• Maintain broad knowledge of client products and services

Skills, Knowledge, Education and Training Requirements:

• High school diploma or equivalent required

• Prior Tier I help desk experience on telephone

• Strong communication skills required to use both verbal and non-verbal (chat) communications methods effectively

• Superior typing skills are essential

• Ability to manage customer interaction with positive attitude

• Excellent listening, responding, multi tasking, time management and prioritization skills

• Follow detailed process precisely during customer interaction

• Solid foundation of Personal Computer experience

• Troubleshooting capability

• Overall knowledge of desktop productivity products

• Ability to work in a team environment

• Proven ability to remain flexible in a changing environment

• Attendance, schedule adherence and shift rotation are requirements of this position

• May require additional project-specific training                

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