Service Desk Associate

 

Job Summary: As a Service Desk Associate, you are expected to operate as a member of the Production Support team which is the primary point of contact for technical, navigational, and training assistance for customers and users of proprietary systems and internal employees of the client. The Associate is expected to be able to communicate effectively by phone or email, be extremely detail oriented, have strong analytical skills, and a passion for both customer service and problem solving. This is a mostly unscripted support role that requires technical experience and expertise.

Principal Responsibilities:

• Provide client support and technical issue resolution via email, phone, web-based feedback

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• Create, update, and close customer tickets in ticketing portal for every call answered and according to defined ticket compliance requirements
• Ask probing questions, listen, and record data capture details and actions performed in all tickets
• Learn and understand client workflows and functionalities within complex software
• Assessing the issues and troubleshooting problems if required
• Ensure problem ownership, escalate issues through proper channels
• Provide reassurance to end users when delivering solutions and diagnosing issues
• Advise management of potential risks that may have impact on customer base and operating environment
• Promote end-user satisfaction in adherence to established performance metrics
• Understanding around PHI/sensitive data
• Assist internal staff with tier 1 requests, triage issues and escalate appropriately

Required Skills:

• Minimum of one year of experience in a fast-paced, customer service-oriented position that required written documentation of interactions
• Excellent customer service, critical thinking, and written & verbal communication in English
• Must be adept at balancing shifting priorities and time management
• Able to reliably work designated or flexible shifts in a 24/7, 365-day environment
• Ability to understand and explain technical information
• College degree and 1-2 years of related work experience, or Associate degree and 3-4 years of related work experience, or High School diploma/equivalent and 4-6 years related work experience required
• Understanding and knowledge in Outlook and other MS Office applications
• Must have self-learning and researching skills
• Ability to maintain calm composure and customer focus while troubleshooting and solving issues with frustrated end-users that may have little understanding of technology
• Ability to work successfully as part of a team

Preferred Experience:

• Previous experience in user/technical application support or training
• Knowledge of the principles and processes for providing customer and personal services
• Experience with help desk ticket tracking tools and workflow

Job Types: Full-time, Contract

Pay: From $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Remote

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