Overview
Hybrid
$20 - $22
Contract - W2
Contract - Independent
Contract - 12 Month(s)
Skills
Helpdesk
call center
Spanish
Job Details
*Call center experience REQUIRED.*
MUST meet/exceed ALL required skills
MUST meet/exceed ALL required skills
Under direct supervision, assists customers with tier one issues or forwards to second-tier support for issues beyond their subject matter expertise.
LOCAL CANDIDATES*This position is located at DDS Headquarters in Conyers, Georgia*
*MUST be Bilingual, Spanish*
*MUST have call center experience.*
Provides technical assistance to both internal and external customers for tier one issues. This position requires handling a high volume of calls in a call center environment focused on customer service.
Internal customer support involves troubleshooting hardware, software, and connectivity issues. The analyst will be responsible for escalation to the appropriate second-tier support, opening tickets with various vendors, and escalation to senior-level management.
External customer support ranges from general website support and assistance with password resets to online account management and the provisioning of mobile driver's licenses. The analyst will be expected to provide a high level of customer service while handling a large volume of calls and difficult situations all the way to completion of the ticket.
Job Responsibilities
Oversee the daily performance of computer systems and applications.
Answer user inquiries regarding computer software or hardware operation to resolve problems.
Monitor ticket queues, assign tickets to appropriate internal and external support staff, and escalate tickets until resolved.
Confer with users or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
Minimum Qualifications:
High School diploma or GED
Six months of experience handling customers, questions, complaints, and/or providing information in a call center environment.
Preferred Qualifications
2+ years experience performing as a help desk technician with hands-on knowledge in resolving issues with Outlook, MS Office, and Windows 7 and 10.
Vocational/Technical degree in computer applications, computer technology, or a closely related area from an accredited college
Knowledge of Apple iOS
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