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

 Help Desk Support (169 views)

Denver, CO
October 29, 2020

**** Direct Client Requirement*****                     

Title                        : Help Desk Support

Location                 : Denver, CO

Rate                       : DOE /If your experience and skills match call us immediately for submission

Duration                : 10 Months

Interview Type     : Skype or Phone

Work Status         : Only US Citizens, Green Card holders and H1 B holders

Job Type               : C2C,C2H, W2

Experience          : 2+ YEARS

Prefer W2           : U S C/ G C /H1B Transfer/OPT/CPT/H4 EAD and other US work authorization are accepted

Job Description:

Description

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. May require an associate’s degree in a related area and at least 1 year or equivalent experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising independent judgment.

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:

    • Answer incoming calls timely and accurately, specifically those related to correspondence/notification issues
    • Answers inquires by clarifying desired information, researching, locating and providing information
    • Resolves customers issues and concerns
    • Creates and maintains knowledge articles
    • 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
    • Enter information obtain from the call into a customer relationship management tool
    • Utilize the IVR/ACD for incoming and outgoing calls
    • Follow communication scripts when handling different topics
    • Meet personal/team qualitative and quantitative targets

Minimum Requirements:

  • Minimum of 1 year of experience in a call center
  • Strong phone and verbal communication skills along with active listening skills
  • Familiarity with CRM Systems
  • Experience using IVR/ACD (Five9, Cisco, etc)

Desired/Preferred Experience & Qualifications:

  • Understanding of a government environment and data governance
  • Proficiency in Spanish is highly desired

******Referral Bonus Available: Refer your friends or colleagues, get referral bonus******

Thanks
Vinay/Siva
vinayp@Sohanit.com/siva@sohanit.com
PH:402-241-9613/402-241-9606
Apply here or Please send to resumes@sohanit.com

Follow us on LinkedIn and Twitter for daily active requirements

LinkedIn: https://www.linkedin.com/company/sohanit-inc/?viewAsMember=true
Twitter: https://twitter.com/SohanITInc1

Position Keywords: CRM Systems,IVR/ACD

Pay Rate: DOE/If your experience and skills match call us immediately for submission

Job Duration: 10 Months

% Travel Required: None

Job Posted by: Consulting Services

Job ID: OOJ - 2452

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

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