Tier 1 HelpDesk CWIS Call Center

InspiriTec•Philadelphia, PA

9h•Onsite

About The Position

Under general supervision, the Tier 1 Help Desk Agent will provide technical software, hardware, and network problem resolution, making independent decisions by performing question/problem diagnosis in a call center environment. Responsibilities may include password resets, e-mail requests, Fax, Web requests, and direct requests for Service Desk support. The agent will document, research, identify, and attempt to solve technical problems on the initial call and/or triage where appropriate for resolution. The role requires documenting and tracking support activity and clearly communicating technical solutions in a user-friendly, professional manner. The candidate will perform all other related duties assigned. This position uses expertise in customer service and technical knowledge gained from prior experience to resolve issues surrounding installation, applications/systems, functionality, and training on software and/or hardware products. Developing working relationships to support the goal of providing customers with excellent service as outlined in Service Level Agreements (SLAs) is also a key aspect of this role.

Requirements

Excellent customer service skills.
Strong verbal and written communication skills.
Superior interpersonal skills and telephone etiquette.
Good analytical and problem-solving skills.
Ability to deal with stress associated with fast-paced work environment.
Ability to make judgment decisions and adapt to changing work situations.
Ability to handle 50+ calls per day with calls being different in level of complexity.
Ability to work independently, as part of a team, with customers, peers and management.
Proficient in Microsoft Office Suite and various Windows operating systems.
Previous experience supporting general Applications, Security and Web Apps.
Willingness to work flexible hours/occasional weekend hours.
Associate Degree in Information Technology or equivalent work experience.

Nice To Haves

Current HDI certification and or willingness to become HDI certified

Responsibilities

Assist users with all modules as well as security-related and password reset issues, where applicable.
Troubleshoot, diagnose and resolve application issues by researching problems using available information resources such as closed tickets, FAQ's and alerts.
Collaborate effectively with other Service Desk staff members and trainers to resolve unfamiliar issues.
Advise users on appropriate action and turnaround times if the information is available, as well as follow up with them accordingly to provide the requested information once received.
Log all Service Desk calls, emails, and voicemails into the ticketing tool for tracking purposes.
Follow Standard Operating Procedures (SOP).
Identify and escalate situations requiring urgent attention or expert knowledge to appropriate Subject Matter Experts.
Route problems, create, track and document resolutions in regards to all ticket request assignments.
Stay current with system information, changes and updates by attending Service Desk meetings.
Respond to incoming requests for assistance via calls, emails, or voicemails.
Work on supervisor-assigned projects when requested.