Under Development Features: Talent Bank/Pool, VMS Intigration, Analytics, Social Integration, Reports, API Integration, Resource and Timesheets Management, Company Admin

Help Desk Support  (1146 views)

Denver, CO
April 13, 2020

*** Direct Client Requirement ****

Title: Help Desk Support 

Location: Denver, CO

Duration: 9 Months

Rate: DOE

Interview Type: Skype or Phone

Work Status: Successful applicants must be legally authorized to work in the U.S.

Job Type: C2C,C2H ,W2,

Experience: 4 YEARS

Summary:

The position/resource requested will serve as a PEAK Call Center Agent responsible for addressing citizen/client questions related to technical issues accessing and navigating the system.

 

Duties:

 

Primary Responsibilities include the following:

o   Answer incoming calls timely and accurately, specifically those related to correspondence/notification issues

o   Answers inquires by clarifying desired information, researching, locating and providing information

o   Resolves customers issues and concerns

o   Creates and maintains knowledge articles

o   Provide technical assistance to the customer (Examples)

  • Password reset
  • Account information
  • Case number information
  • Adobe Reader issues
  • Brower issues
  • Technical computer issues
  • Internet connectivity
  • PEAK navigation

o   Enter information obtain from the call into a customer relationship management tool

o   Utilize the IVR/ACD for incoming and outgoing calls

o   Follow communication scripts when handling different topics

o   Meet personal/team qualitative and quantitative targets

Minimum Requirements:

o   Minimum of 1 year of experience in a call center

o   Strong phone and verbal communication skills along with active listening skills

o   Familiarity with CRM Systems

o   Experience using IVR/ACD (Five9, Cisco, etc)

Desired/Preferred Experience & Qualifications:

o   Understanding of a government environment and data governance

o   Proficiency in Spanish is highly desired

Position Keywords: Help Desk

Pay Rate: DOE

Job Duration: 9 Months

% Travel Required: None

Job Posted by: Consulting Services

Job ID: FR78202

Work Authorization: Successful applicants must be legally authorized to work in the U.S

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