Helpdesk Service

Job Title:

Helpdesk Service

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.

Essential Functions/Core Responsibilities -

• Must work Onsite in Mason, OH

• The position is overnight.

• Must train during the day for 4 to 6 weeks 8:00am to 5:000m Eastern.

Job Description:

• 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 Skype/Lync.

• 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:

• Basic understanding of computer technology and IT support

• Six months

• 1 year help desk experience perferred

• 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 +, HDI and/or Microsoft certifications a plus

• ITIL 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

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.

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 Mason

• 4705 Duke Dr.

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.