Software Help Desk Representative- Part Time 3rd shift

Software Help Desk Representative- Part Time 3rd shift

11 Aug 2024
Mississippi, Usms 00000 Usms USA

Software Help Desk Representative- Part Time 3rd shift

Vacancy expired!

Job Description

The Help Desk isthe front line of customer service for all Next Gear Solutions customers. They offer both training and troubleshooting assistance when needed with a goal of consistent, high quality, efficient, and friendly service.

Duties include:

  • Answers the majority of incoming interactions via live chat, phone calls, and email, addressing the most basic customer issues (e.g., general inquiries, non-technical questions, password recovery, website navigation assistance, basic procedural “how-to” questions).
  • Gathers and analyzes information about the user’s issue and determines the best way to resolve their problem, actively listeningto customers’ queries.
  • Gathers information regarding problems that cannot be resolved and escalates to Tier II, including all necessary documentation such as job number, screenshots, usernames, and steps the user was taking.
  • Solves at least 70% of incoming interactions without escalation and may also provide support for identified bug or database issues where solutions have already been documented.
  • Ensures all interactions are logged with the appropriate information in the help desk customer tracking system.
  • Promotes a professional help desk image by striving to offer friendly and above-and-beyond service to all clients.
  • Maintains an above-90% customer satisfaction score.
  • Understands help desk priorities and goals and takes an active role in accomplishing these.
  • Responsible for staying logged into the help desk customer tracking system and on an available status at all working times.

Qualifications

  • High school diploma required; Bachelor’s degree with degree or courses in MIS, CS, or similara plus
  • At least one year of customer service or software quality assurance experience required, with technology-related customer service experience preferred
  • Must be able to work the overnight shift stated above
  • High energy, a self-starting team player
  • High sense of urgency and follow-through
  • A natural problem-solving personality, driven to solve puzzles
  • Comfortability working in a fast-paced, unstructured environment, with strong ability to think on your feet and learn quickly
  • Typing of at least 50wpm required
  • Clear communicator with good spelling and grammar skills
  • Knowledge of construction industry or accounting basics are a plus

Additional Information

The position is full time and located in Oxford, MS. (Currently remote until after COVID-19, but this is an in-office position when offices are reopened).

Starting pay is $30,000/annually plus bonus and full benefit package.

TO BE CONSIDERED: please send both a cover letter and attach a resume.

We are proudly committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity and/or expression, or veteran status.

Candidates must be authorized to work in the U.S. without sponsorship.No recruiters, please.

No calls please. Please submit your application here. If you are selected for an interview you will be contacted.

We look forward to receiving your application!

All information will be kept confidential according to EEO guidelines.

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Job Details

  • ID
    JC4554446
  • State
  • City
  • Job type
    Full-time
  • Salary
    N/A
  • Hiring Company
    Next Gear Solutions, LLC
  • Date
    2020-08-11
  • Deadline
    2020-10-10
  • Category

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