Help Desk / Phone Support Representative

Memphis, TN

Post Date: 05/17/2018 Job ID: 11655 Industry: IT

Help Desk / Phone Support Representative
With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment. Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users. This position is 100% on the phones.
• Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area.
• Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership.
• Utilizes knowledge management tools to help resolve client issues.
• Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.
• Assists customers in performing basic software installations.
• Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems.
• Escalates trends and outages as needed to leadership and for Service News postings.
• Manages time in customer contact center setting and documents time via activity codes.
• Utilizes required activity codes to provide awareness of non-phone related activities.
• At least 2 years of recent help desk troubleshooting experience
• Basic technical knowledge of the following: Installing, troubleshooting and maintaining computer hardware and software
• Basic technical knowledge of the following: operating systems (OS), mobile devices, networking, business applications and security products
• Available to work non-standard shifts including nights, weekends and some holidays
• Very strong written and oral communication skills
• Strong analytical and problem solving skills
• Maintaining a professional demeanor at all times as they will be handling calls from various levels of employees

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