Helpdesk Technician

Essential Job Functions

• Answers telephones and responds to basic customer questions and/or forwards call to appropriate personnel.

• Records call on account history record with results of the inquiry; initiates required confirmation without direct supervision. Researches customer inquiries and responds to appropriate parties in a timely manner.

• Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication.

• Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded. Records calls, processes requests and updates account history with results of inquiry to include proper documentation.

• Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.

• Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information.

• Interfaces with team members, management, and customers in reference to customer service issues.

• Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.

• Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

Basic Qualifications

• High school diploma or G.E.D.

• Two or more years of customer service or other telephone experience

• Experience working with organizational functions and personnel

• Experience working with fax machines, computer software, and telephone technology

• Experience working with and skilled in the use of help desk software

Other Qualifications

• Business and analytical problem solving skills

• Communication skills

• Ability to work independently

• Ability to follow oral and written directions