Wilkes-Barre Pittston, PA
Nov 19, 2018Full time
We are seeking a candidate who is willing to train to become an IT Help Desk person. The ideal candidate will be computer savvy and like working with people. All shifts. 25 positions available. Job Summary The associate is responsible for resolving incoming telephone requests for technical assistance on standard commercial and proprietary applications. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the role. The associate is subject to shift changes to adapt to the business needs of the Service Desk.Call HandlingProvide comprehensive technical support services to support center customersTake all steps to troubleshoot issues reported to them and resolve or escalate to the appropriate contact.Take all necessary steps to ensure customer satisfaction at the end of the callCall LoggingCreate and submit detailed call logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call logging componentsConfirm and update customer profile information as needed Promptly notify management of any potentially “dissatisfied” customersFollow all documented escalation procedures, including hand off times, for issues requiring 3rd party intervention.Organize and utilize all support resources provided including emails, documentation, contact lists, etc. Other tasks Perform customer support related tasks and special projects as assigned by managementLiaise as necessary interdepartmentally to seek resolutions to all issues reportedSkills Needed Excellent verbal and written communication skills Good Customer Service Skills Microsoft Office Suite, Windows Operating Systems, Lotus Notes, and Internet applicationsProblem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario Competencies Accountability - Strives to take appropriate action in all aspects of work. Accepts personal responsibility to set expectations and meet commitments / objectives, which requires us to stay focused, work independently and as team as well as set our own personal standards. This includes taking responsibility for our schedules, attendance and punctuality.Adaptability - Adjusts to new conditions, work situations and responsibilities. Welcomes the opportunity to learn new tasks and accepts feedback positively. Communication - Clearly conveys key messages, written and verbally. Recognizes when a miscommunication has occurred and acts to correct it. Holds crucial conversations, when required, in a professional and productive manner.Productivity - Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.