Remote, Remote, US
Requisition ID: 1857
Salary Range:
$15.00 To $17.00 Hourly
Scope of Position
The Help Desk Associate is responsible for providing superior customer service and technical support to end-users of our pre-employment and onboarding portal. *Our Helpdesk operates 8 a.m. to 10 p.m. EST 7 days per week. The ideal candidates will show flexibility to work within these hours on a rotating schedule of approximately 40 hours/week
Essential Job Duties
- Handle a heavy volume of inbound calls, emails, and chats working in a work queue environment. Make outbound contacts as needed.
- Partner with peers and supervisor to monitor and maintain coverage of all contact streams.
- Achieve first contact resolution, whenever possible. Work closely with internal teams to provide quick resolution to issues beyond first contact resolution. Ensure periodic updates are provided.
- Partner with internal teams to troubleshoot and resolve client issues including, but not limited to: login issues, password resets, submission of required forms, etc.
- Maintain accurate record of contacts and interactions.
- Must be able to maintain applicant/client privacy in compliance with all applicable laws.
- Create positive relationships with contacts to ensure satisfaction and retention.
Education & Qualification Requirements
- Minimum of 2 years of customer service experience strongly preferred.
- Minimum of 2 years of working in a call center environment preferred.
- Knowledge of Microsoft Office Suite required, proficiency in Excel preferred.
- Able to successfully learn and navigate Web based applications and tools, for use in managing applicant accounts.
- High School Diploma or GED required.
- Ability to work nights and/or weekends.
- Excellent written and verbal communication skills.
- Excellent time management skills, exhibiting a sense of urgency, ensuring client deadlines are met within the required time frames.
- Self-motivated and proactive in approach to issue/ dispute resolution.
- Adaptable to office and home office environments.
- Demonstrated ability to organize and manage multiple priorities.
- Demonstrated problem analysis and resolution skills.
- Client-focused
- Goal oriented
Measurements of Success
- Perform in a client focused setting
- Maintain professional demeanor
- Must be punctual and able follow schedule to ensure Service Level Agreements are maintained.
- Superior communication skills
- Must be able to meet set expectations for call center metrics, quality requirements, and turnaround times.
