Help Desk Support

Role Description

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. May require an associate's degree in a related area and at least 1 year or equivalent experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising independent judgment.

These positions/resources requested will serve as PEAK Call Center Agents responsible for addressing citizen/client questions related to technical issues accessing and navigating the system. Note that these resources should expect to be taking and resolving incoming client calls up to 90% of the time.

Duties

Primary Responsibilities include the following

o Answer incoming calls timely and accurately.

o Answers inquires by clarifying desired information, researching, locating and providing information.

o Resolves customers issues and concerns.

o Creates and maintains knowledge articles.

o Provide technical assistance to the customer (Examples).

• Password reset.
• Account information.
• Case number information.
• Adobe Reader issues.
• Brower issues.
• Technical computer issues.
• Internet connectivity.
• PEAK navigation.

o Enter information obtained from the call into a customer relationship management tool.

o Utilize the IVR/ACD for incoming and outgoing calls.

o Follow communication scripts when handling different topics.

o Meet personal/team qualitative and quantitative targets.

Minimum Requirements

• Minimum of 1 year of experience in a call center.
• Strong phone and verbal communication skills along with active listening skills.
• Experience using IVR/ ACD (Five9, Cisco, etc).

All your information will be kept confidential according to EEO guidelines.