Must be able to obtain Public Trust Clearance.
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, the US Postal Service, 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.
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.
Typically, two - three years of work experience in a helpdesk or call center environment. Previous experience supporting customers via live chat is preferred.
Candidates must have Microsoft Office product knowledge and trouble shooting skills, to include:
Microsoft Office 2003 – 2013
Microsoft Outlook 2003- 2013
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.
All candidates will be required to pass a behavioral and technical interview.
Must obtain the client’s sensitive and HP mandated clearance, to include drug screening, criminal history, and credit check. The clearance process can take two through five weeks before a candidate is able to start work.
When the candidate's work order is started the agency supplier is responsible for providing drug screening. Failure to submit the drug screening results will delay the security clearance process.
If a candidate is given an interim clearance, continuation of employment is then based upon the candidate receiving the final US Postal Service sensitive clearance.
San Francisco, CA, 94159Contact