Help Desk Associate

The Millennium Group•San Jose, CA

20h

About The Position

Now is a great time to join our growing company! The Millennium Group (TMG) is an award-winning business process outsourcing firm focused on print, mail, document scanning, reception, and related office support services for Fortune 500 companies, professional service firms, and institutions of higher education. TMG is looking for highly motivated, enthusiastic team players interested in a career rather than just a job. With a team of over 1,500 nationwide associates, TMG is seeking an individual who can uniquely contribute to our 30+ years of success in the industry. Summary: The Help Desk Associate provides frontline support by managing incoming calls, resolving facility‑related tickets, and delivering exceptional customer service. This role requires strong phone skills, attention to detail, solid organizational abilities, and proficiency with basic computer and spreadsheet applications. The associate must communicate clearly, stay calm under pressure, handle sensitive information appropriately, and work collaboratively in a fast‑paced, constantly changing environment.

Requirements

Strong telephone skills and experience with Facilities Ticket Systems.
Minimum 1 - 2 years' experience preferred in a Help Desk/Switchboard environment.
Work well with others and as a team player with strong customer focus skills.
Assertive and resourceful; self-motivated; willing to ask questions and take initiative
Basic computer skills; spreadsheets applications
Advanced customer service skills, professional attitude & appearance
Attention to detail
Strong organizational, administrative, record keeping & time management skills.
Excellent verbal and written communications skills.
Strong work ethic; diplomatic; team- and service-oriented; builds strong working relationships.
Exhibits superior verbal communication and phone skills.
Consistently demonstrates professional demeanour appearance and attitude.
Proven ability to remain calm under pressure; resilient.
Sound judgment and problem-solving ability.
Able to appropriately handle confidential and highly sensitive material.
Demonstrated ability to be flexible and adapt to an ever-changing work environment.
Assertive and resourceful; motivated; willing to ask questions and take initiative without direction must be fluent in English and be able to communicate clearly.

Responsibilities

Acts as the primary liaison between customers and mail operations.
Handle inquiries regarding inbound & outbound packages via email, phone, or in-person within contracted SLAs.
Coordinate with mail operations team and logistics teams to schedule shipments, pick-ups, resolve delivery delays, and process special, last-minute requests.
Maintain accurate, up-to-date documentation on all customer inquires.
Able to nurture or foster teamwork.
Must demonstrate high customer service skills.
Must be flexible to adapt to changes and multi-task.
Exercises discretion and interpretive judgment in frequent and sometimes stressful contacts with callers.
Must behave consistently with the Company's Core Competencies, Polices, Procedures and focus on safety
Complete administrative duties including, but not limited to, resolving and processing packages, answering emails, filing claims, purchasing office supplies, and managing various reports
Establish and maintain customer relationships with a wide variety of clients
Handle customer inquiries, process requests, and resolve customer issues promptly using root-cause analysis and data analytics
Consistently answer the telephone/emails during business hours professionally, promptly, and courteously
Trace packages as required and notify customers of any activity concerning their items
Data entry skills
Other duties as assigned.