Help Desk Specialist

Description:

MAIN RESPONSIBILITIES

• Accurately and efficiently process customer service requests according to department policies and procedures

• Provide Level 1 remote support to customers for Glory hardware and software

• Support customer service technicians and internal customers by handling their inquiries and requests

• Escalate customer issues and complaints through the proper channels for resolution

• Inform the Call Center Supervisor and/or Manager of problems which could jeopardize the ability of the Call Center to provide outstanding customer service.

• Identify unique customer requirements and vary customer handling to incorporate those requirements into the customer contact.

• Complete various other tasks as assigned by the Call Center Supervisor and/or Manager

REQUIRED EDUCATION AND QUALIFICATIONS

Education Level:

• Associates degree or higher OR 2+ years professional work experience

Qualifications:

• 1+ years of prior customer service experience

REQUIRED SKILLS AND COMPETENCIES

• Analytical and problem solving abilities

• Excellent attention to detail

• Methodical and organized approach to work

• Excellent interpersonal communication skills (i.e. verbal, written, listening)

• Highly motivated

• Experience working in a team environment

• Ability to manage and prioritize multiple tasks

• Possess a strong sense of customer focus