Help Desk Support Customer Service - Seasonal

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...
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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

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