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A great local company is looking for a motivated Help Desk/ Customer support person to join its team. This is an entry level role but there is a high potential for growth in the opportunity. The role requires advanced technical skill and the ability to support customers through an array of platforms. This person analyzes, researches, and solves application and technical issues related to the company's literacy programs. The position requires the use of multiple systems while responding to a steady volume of incoming calls, live chat and/or emails from both internal and external clients in a timely and efficient manner. The Help Desk/Customer support representatives work as a team and utilize internal processes to escalate cases which require additional follow up. This is a temp to hire role.
RESPONSIBILITIES:
- Multitask and troubleshoot inquiries about program functionality which in most cases can be answered by referring to program documentation.
- Use multiple systems while responding to a steady volume of incoming calls and/or emails from both internal and external clients in a timely and efficient manner.
- Participate in monthly Quality Assurance sessions with Customer Support Manager to ensure quality service.
- Troubleshoot and identify problems with a Web-based product or platform.
- Communicate effectively with customers and internal employees.
- Gather and interpret relevant data and information and use inductive reasoning to resolve customer inquiries.
- Create, track and resolve customer cases using SalesForce and other supporting systems.
SKILLS & REQUIREMENTS:
- Excellent verbal and written communication skills in order to accurately understand the customer's challenge and be able to instruct them how to navigate the product to resolve.
- Excellent Interpersonal skills and ability to work as a team to troubleshoot and resolve more complex issues with other internal departments.
- Exceptional organizational skills in order to maintain documented records of all support inquiries and resolutions as well as appropriate follow up.
- Flexibility to shift priorities to meet daily, weekly objectives.
- Ability to learn quickly as the product often have new releases with new functionality.
- Must be flexible in working a shift rotation between 7:30am and 10:30pm to accommodate customer needs.
- Proficiency in MS Office products including but not limited to Word, Excel and Outlook.
- The ability to navigate in the different versions of Windows XP, Vista and 7,10.
- Inquisitiveness and ability to solve problems.
KEYWORDS:
help desk, customer service, entry level, tier 1, level 1, flexible, MS Office, update, reboot, quality assurance, problem-solving, phones, email, chat, customer support, troubleshoot, CSR, web-based, product, analyze, research
