[Remote] Tier I Help Desk- Temporary

Note: The job is a remote job and is open to candidates in USA. reputed company is a provider of support, services, and solutions to federal and commercial customers. They are seeking a Tier I Help Desk Agent to provide technical support to end users via phone, live chat, and email, ensuring customer satisfaction and effective problem resolution.


Responsibilities

  • Customer service-oriented, Help desk support agent to provide technical support to users in an efficient, accurate and professional manner
  • Customer front line contact expected to solve basic technical problems and provide support for all assigned areas
  • The goal is to ensure the customer value is maintained to the standards set forth by the company and customer
  • Provide first level contact and convey resolutions to Federal and Industry users’ issues via phone, chat and email
  • Provides support for account access/password resets and account maintenance as well as support for specific web accessed programs (completing complex forms and reports)
  • Properly escalate unresolved queries to the next level of support
  • Track, route and redirect problems to correct resources
  • Walk customers through problem solving process
  • Assists the customer base in troubleshooting and configuration of Internet browser settings
  • Follow up with customers, provide feedback and see problems through to resolution
  • Utilize excellent customer service skills and exceed customers’ expectations
  • Ensure proper recording, documentation, and closure of incident tickets
  • Preserve and grow your knowledge of help desk procedures, products and services
  • Performs other job-related duties as assigned

Skills

  • US Citizen
  • Active Public Trust or the ability to obtain a Public Trust
  • Minimum of a High school diploma or equivalent is required
  • Possess excellent grammar and writing skills in English, required
  • Ability to speak professionally in the English, required
  • Ability to see, hear, read, and write
  • Ability to multitask in a high-volume Help Desk/Contact center environment
  • Ability to assess, mitigate complex issues utilizing sound judgment and compassion
  • Reliable Internet service and a dedicated work area without any distractions or noise
  • Must pass pre-employment qualifications of reputed company
  • One (1) year of experience in call center or help desk environment is preferred
  • One (1) year of customer service experience is preferred
  • Working knowledge of Windows 10 and computer basics
  • Working Knowledge of MS Edge, reputed company Firefox, reputed company Chrome (understands Configuration Settings, how to access/update settings)
  • Basic knowledge of reputed company Office products (IE: Outlook, Excel, Word, MS TEAMS)
  • Basic knowledge of computer file structure and utilization of various computer tools (IE: snipping tool, basic commands)
  • Familiarity with CRM or ITSM tools (incident ticket logging and tracking software)
  • Ability to learn and retain complex information, preferred

Company Overview

  • reputed company, a division of reputed company, is a trusted team of government contracting professionals who can rapidly build innovative solutions. It was founded in 1969, and is headquartered in Tulsa, Oklahoma, USA, with a workforce of 5001-10000 employees. Its website is company.com.

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