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

Help Desk Support (248 views)

Denver, CO
June 17, 2021

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

Title                             : Help Desk Support

Location                      : Denver, CO

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

Duration                     : 12 Months

Interview Type          : Skype or Phone

Job Type                    : C2C,C2H,W2

Experience                : 4 Years

Job Description: 

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


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


Position Keywords: IVR/ACD Five9, Cisco,

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

Job Duration: 12 Months

% Travel Required: None

Job Posted by: Consulting Services

Job ID: OOJ - 3283

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