Please note that this is a 1 year contract position.
Shifts are 2pm-10pm Tues-Sat & Sun-Thurs. Candidates must be able to type 45 WPM. A test will be provided and results must be sent immediately.
Candidate applies basic helpdesk support skills, company policies and procedures in a Tier 1 Help Desk environment providing live chat sessions and email support for products and services on our client’s website.
Incumbent must have a good understanding of the general/technical aspects of a Tier 1 Help Desk. He/she will primarily provide end-user assistance via live chat sessions that are routine to moderately complex in nature and require basic problem resolution and independent judgment. The successful incumbent must allocate his/her own time efficiently and will receive general instructions on all work.
Point of contact (POC) for feature/function and level one support problems originated by supported end-users.
Provide problem resolution via email and/or live chat response using knowledgebase and template responses that are created to instantly respond to chat sessions and/or email inquiries.
Ensure that end-user problems are resolved within Service Level Agreement (SLA) parameters set by managers/team leads.
Maintain end-to-end problem ownership of chat and email sessions. Incumbents will be required to handle up to three chat sessions at one time.
Usage of common commercial off the shelf (COTS) applications such as Salesforce C360, and Oracle RightNow along with other proprietary applications to provide live chat services and email resolution type responses.
Support various Tier 1 platforms as directed by management/team lead(s).
Education and Experience Requirements:
A high school diploma or equivalent, minimally. A two or four year post-high school degree in a technical field is preferred.
May hold entry level certification(s) in field of work.
****Must have, two - three years of work experience in a helpdesk or call center environment. Previous experience supporting customers via live chat is preferred***
Skills Set: Candidates must be able to type 45 WPM.
Candidates must have Microsoft Office product knowledge and trouble shooting skills, to include:
• Microsoft Office 2016
• Microsoft Outlook 2016
• Live Chat and/or any Customer Relationship Management (CRM) software tools.
Possesses the ability to successfully manage and prioritize concurrent task, i.e., handling three chat sessions at one time.
Showcase the ability to communicate well (orally and in writing) working with the client’s consumers/customers.
Positive attitude and work ethic.
Ability to work well alone or within a team setting.
Applicants must provide their phone number. Reference job number A490.