Help Desk - Fully Remote

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timePosted 4 days ago location United States salarySalary undisclosed
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Job Description

We are currently seeking several remote Help Desk Agents to join our team on a contract basis.As a part of the Help Desk Team, you will be responsible for delivering support to the users. The objective is to record incidents in our ticketing system and resolve them. Unresolved issues will be passed to 2nd level support after investigation. You must maintain a respectful and positive tone with our users at all times.Job Duties:Meets contact center goals and service level by utilizing established service techniquesIdentify and handle store phone inquiries completely and accuratelyResolve customer complaints and problems to the satisfaction of the userFirst level support for:POS software and hardware issuesTelecom and network issuesIncidents related to in-house applicationsIncidents related for Microsoft Office, Citrix and other applicationsiPod hardware and in house software issuesMaintain accurate user data including documentation of discussions, issues, user requests or other relevant information into Contact Center systems as required and managing/prioritizing workloadUse technology tools as directed and within established guidelinesMaintain confidentiality of the organization s user dataParticipate in individual and team trainings and meetings to ensure knowledge is up-to-dateAlert management of issues or concerns that require escalation for complete resolution or which may indicate a larger, underlying problemObservant in reporting unusual circumstances or possible security concerns in the field to managementAbility to work independently, adhere to work schedule and manage regular duties with minimal supervisionRemote user administration (LANDESK)Education and Work Experience:Technical Diploma preferredHigh school diploma or a GED requiredMinimum 6 months of customer service experience