01 Dec
Help Desk Analyst
Vacancy expired!
- Service & Support Help Desk responds to escalated technical inquiries from internal and external clients regarding online access and navigation of website, systems and accounts.
- Our goal is to support the one call resolution, while still providing a means for further escalation if necessary.
- Additionally, we support identity theft and fraud prevention typically related to online access attempts via our electronic channels.
- We strive to execute the balance of being productive and efficient, while delivering exceptional client service.
- Through phone based interactions you will gather information through effective probing and listening skills to provide viable solutions and/or alternatives in resolving escalated technical and identity theft client issues.
- Quickly assimilate technical concepts and new technology using available tools and resources to troubleshoot and interpret data to solve client needs.
- This position is highly focused on prompt and accurate responses and escalation resolution, while actively navigating internal departments to ensure seamless resolution for all client issues.
- Ensure client requests are completed within required time frames that align to client satisfaction goals.
- Recognize challenging conversations and demonstrate positive language to resolve client needs.
- Bring a passion for service, positivity, enthusiasm, professionalism, a strong client focus, and creatively to your role every day.
- 2 years or more client service experience required.
- Excellent knowledge of PC/Mac computing environments including operating systems, peripherals, & navigating through software.
- Excellent knowledge of the Internet, ISP's and common browsers such as Internet Explorer, Chrome, Safari and Firefox and a high level understanding of Apple and Android based mobile devices.
- Demonstrate a technical aptitude by quickly assimilating technical concepts and new technology.
- Proven experience utilizing strong troubleshooting techniques, ideally in a Call Center environment
- Experience working in a team environment, including sharing feedback and knowledge with peers.
- Passion for service, positive attitude, enthusiasm, professionalism, and strong client focus.
- Excellent interpersonal skills, including proven listening skills and the ability to communicate in a clear, well organized manner over the phone.
- Adept at anticipating and adapting to changing job needs with exceptional results.
- Promotes and embraces positive client interactions, as well as personal, team, and company improvement.
- Ability to work a flexible shift, which may include either working on a weekend or at night.
- Prior experience with Sharewell or HP products
- Set the bar high for what a company should do
- Create jobs
- Offer people an opportunity to succeed and change their station in life
- Improve the communities where we live and work through volunteering and charitable giving
- Medical Insurance
- Dental Insurance
- Vision Insurance
- 401(k) Plan
- Vacation Package
- Life & Disability Insurance Plans
- Flexible Spending Accounts
- Tuition Reimbursement
Vacancy expired!