CPS Technical Help Desk Representative
About The Position
The Technical Helpdesk Representative role supports U.S. Bank clients with their commercial credit card programs by providing technical assistance through phone, email, and chat to ensure a positive client experience with our online commercial card management platforms. Technical Helpdesk Representatives regularly address client issues by listening to clients, troubleshooting potential root causes of issues and determining the appropriate course of action with the ultimate goal of final issue resolution and maximum client satisfaction. This is a key client support role that works closely with our account management teams and is a team orientated position. This role is responsible for supporting Federal Government accounts and requires passing a post-employment screening administered by the General Services Administration (GSA) which includes criminal and background checks. This team operates a 24-hour, 7 day a week support center model. There may be times when the representative would need to be available to cover nights, weekends, and holiday shifts. This position does include shift premium pay of up to 15%. Required shift: 8am -4:30pm central time
Requirements
- High school diploma or equivalent
- Two to three years of experience within Customer Service
Nice To Haves
- Good time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service
- Good verbal and written communications skills
- Proficient computer skills using a variety of software packages including Microsoft Office applications
- Effective telephone and interpersonal skills
- Good problem-solving and negotiation skills
- Ability to handle difficult customer calls
- Ability to identify and resolve/escalate problems
Benefits
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
