$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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