Help Desk Support Customer Service - Seasonal

workwarp is looking for a passionate Help Desk Support Customer Service - Seasonal! The role is situated in Remote, offering a fantastic work environment. This position requires a strong and diverse skillset in relevant areas to drive success. Your contribution will be valued, with a compensation package starting at a competitive salary.

 

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Job Title: Help Desk Support Customer Service - Seasonal Job Description The Sr. Advisor I, Customer Service interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position requires broad knowledge of client products and/or services to resolve non-standard or escalated customer issues... E Job Title: IT Help Desk Support Job Description Webhelp Americas is looking for a qualified IT Support Technician to join our team that is growing. The ideal candidate will be a hard-working professional able to undertake a variety of IT support tasks and work diligently under pressure. You will be comfortable working on the client’s behalf with small and large projects. You will have the ability to adapt quickly and maintain open communication with clients, vendors, and management. Remote - Seasonal - through February - contract maybe extended. Hourly Rate: $17.00 Shifts Available: Mon-Fri 7am-4pm Mon-Fri 8am-5pm Summary of Tasks Accept inbound requests via phone, chat, email and ticket queues Record and process incidents and service requests according to process specifications. Communicate with users to understand issues and provide solutions. Document and resolve incidents according to process specifications. Forward incidents which cannot be resolved to downstream support groups according to process specifications. Initiate escalations according to process specifications. Work collaboratively supporting team via Group Chat Application. Assist with training and supporting fellow agents. Average expected time on task between 4 to 12 minutes. Expected resolution rate between 50% - 80%. Summary of Responsibilities Six months of technical support is preferred. Basic understanding of computer technology and IT support Experience in customer service ideally gained in a customer facing environment English proficiency in both verbal & written form Must be culturally sensitive; appreciate cultural differences A+, Network +, or Microsoft certifications a plus TIL v3 a plus Basic knowledge of computer technology: Windows Client Microsoft Outlook Microsoft Office (Word, Excel, PowerPoint) Diverse browser support experience (Internet Explorer, Chrome, & Firefox) PC hardware Basic understanding of networks Knowledge of the following a plus: Windows Active Directory and domain concept Enterprise mobile device knowledge Fixed network telephones and VoIP telephone support Soft Skills Profile: Professionalism at all times, assertiveness and accountability, good timekeeping, flexibility Drive, enthusiasm, initiative, commitment and self-motivation, respect for colleagues, desire to learn Must be able to communicate effectively with corporate customers of different technical expertise, peers and all levels of management Ability to efficiently resolve customer problems and escalate further as appropriate according to company procedures Ability to work well under pressure, set priorities and comfortable making quick decisions. Salary: $17.00 per hour Benefits: 401(k) matching Dental insurance Employee discount Health insurance Paid time off Referral program Vision insurance Schedule: 8 hour shift Weekdays Weekends as needed Experience: Windows: 1 year (Required) Help desk: 1 year (Preferred) Work Location: Remote Career Framework Role Works autonomously within established procedures and practices; seeks guidance in the more complex aspects of the process (extensive latitude for independent judgment). Does not have any outstanding disciplinary, attendance or performance issues. Analyzes process-related problems and suggest possible solutions. Guides and trains junior team member and facilitates their work. Demonstrates mastery of required behaviors/competencies such as the ability to teach/coach other agents and/or support the program by performing data analysis work. Client feedback must be favorable for progression to this level. Opportunity to progress here is dependent on business needs. Call handling tasks may be required as business needs dictate. Supplemental Geographical Information RECRUITER ENTER THE APPLICABLE LANGUAGE: UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION PHILIPPINES Minimum of two years of college education with at least 12 to 18 months of call center experience Ability to think clearly and can explain complex issues effectively, both above average written and verbally Demonstrate product expertise Dependable with proficient attention to detail and ability to solve complex issues Can train others INDIA Able to add value to the program by identifying improvement areas Ability to effectively communicate, both written and verbally Listen attentively to customer needs and concerns; demonstrate empathy Clarify customer requirements; probe for and confirm understanding of requirements or problem Confirm customer understanding of the solution and provide additional customer education as needed Ability to learn including strong problem solving skills Demonstrate strong probing and problem solving skills Should be able to handle complex queries Should be able to resolve customer queries independently Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title. Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic. Location: USA, OH, Work-at-Home Language Requirements: Time Type: Full time Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature. If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents Eligibility to Work: In accordance with federal law, only applicants who are legally authorized to work in the United States will be considered for this position. Must reside in the United States or have a valid U.S. address for residence. Where Job May be Performed: Currently, this position may be performed only in the states listed here. Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets. For more information regarding your EEO rights as an applicant, please visit the following websites: English Spanish To request a reasonable accommodation please click here. If you wish to review the Affirmative Action Plan, please click here Apply Job!

 

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