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Help Desk Support  / Call Center Agent (899 views)

Denver, CO
March 10, 2020

*** Direct Client Requirement ****

Title: Help Desk Support  / Call Center Agent

Location: Denver, CO

Duration: 3 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: 2 YEARS


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.


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.


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

Estimated Duration

03/23/2020 – 06/30/2020





Apply here or Please send to resumes@sohanit.com

Position Keywords: Strong phone and verbal communication skills,CRM Systems,IVR/ACD (Five9, Cisco,

Pay Rate: DOE

Job Duration: 3 Months

% Travel Required: None

Job Posted by: Consulting Services

Job ID: FR#77528

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

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