IT Help Desk Agent

Highspring

1d•$18 - $22

About The Position

The Level 1 Call Center Agent will be responsible to support customers from our 24x7 call center. This person must provide exceptional call center support. Customer Service and Communication skills are a must and critical to the success of this role.

Requirements

1-2 years of experience in the Information Technology and/or Call Center field preferred
2-year Associates degree or equivalent experience is desired.
Proper phone etiquette and effective listening skills
Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.
Knowledge of customer service principles and practices (ITIL training a plus)
Medical/clinical terminology is preferred, but not required
Must be able to sit for long periods of time
Experience supporting software computer applications and equipment from a remote helpdesk environment
Experience with mobile device support (iPhone and Android)
Must be a team player and build good working relationships across all functions of the company
Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high-energy environment with a proactive focus
Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
Need to be flexible, adaptable, and possess creative problem-solving skills

Nice To Haves

Listening Skills: Attentively listens to understand and interpret what is being said.
Judgement: Forms reasonable interpretations about relationships and situations that affect actions. Develops objective opinions.
Marketing: Interprets, delivers, and communicates value to appropriate target audience.
Emotional Intelligence: Maintains a high level of self-awareness and the ability to appropriately identify, manage, and respond to the emotions of self and others.
Written Communication: Develops written communication that is clear, concise, grammatical, and influential.
Adaptability: Responds to changes, delays, or unexpected events in a positive manner; Adapts working style to best fit a given situation.
Leadership: Self-directed with an innate drive to succeed; Accepts feedback with a desire for continuous improvement. Ethical.
Relationship Building: Builds, develops, and maintains strong relationships with others while building trust and connection.
Social Confidence: Exhibits self-confidence in social settings and when dealing with others.

Responsibilities

Ticket/Issue Escalations for assigned call center
Accurately process and record call transactions using a computer and designated tracking software
Assist with last-minute coverage needs
Review customer’s information and determine the issue by evaluating and analyzing the symptoms
Deliver service and support to end-users, including via remote connection or over the Internet
Research required information using available resources
Follow standard processes and procedures
Follow up and make scheduled call backs to customers where necessary
Stay current with email, team chats, system information, changes, and updates
Follows proper escalation procedures as defined by management
Ensure customers receive prompt, accurate and courteous service