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Our client is hiring for an Entry Level Helpdesk position for their office in Raleigh, NC. Candidates must be open to shift work, and be able to obtain a clearance (background, credit, and drug test).
Description:
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 clients, website.
-Candidate 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 candidate must allocate his/her own time efficiently and will receive general instructions on all work.
Scope:
-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 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).
Skill Set:
-Candidate but have minimum 2 years of calling experience
-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 clients consumers/customers.
-Positive attitude and work ethic.
-Self-motivated.
-Ability to work well alone or within a team setting.
