Call Center / Help Desk (PA) M-F 7am-5pm

Philadelphia, PA | Contract

Post Date: 09/19/2017 Job ID: 9649 Industry: Technology

Call Center / Help Desk 

SHIFT: Monday - Friday 7am - 5pm Flex

Job location: Philadelphia PA

Contract will begin around October 30, 2017.
 

*3 positions available

Candidates must have:
  • Excellent written and verbal communication
  • Ability to multi-task and organize priorities
  • Working knowledge of the Microsoft Office 2010 Suite and Windows 7
  • Understanding of web browsers, including Internet Explorer, Mozilla FireFox, Safari, Google Chrome, etc.
  • Ability to learn and apply information quickly
  • Ability to work within a high-call volume setting      
  • Punctuality and ability to adhere to a strict schedule
  • Ability to effectively use resources in search of creative solutions


 
Duties:
  • Works with customers via the telephone to answer questions and resolve any technical issues with external facing website products or services.
  • Assist with Login issues and helping customers retrieve their User IDs and reset their Passwords while ensuring to follow set security standards.
  • Maintains a high level of customer focus in all interactions.
  • Attempts to resolve issues at first level within specified timeframe.
  • Diagnoses customers’ technical issues and provides creative solutions and alternatives that meet business needs.
  • Provides “ just-in-time” training to the customer over the phone as needed.
  • Escalates unresolved issues and service requests to the appropriate technical support group identified in Customer Support Center scripting.
  • Maintains documentation on incoming calls via ticket tracking system including steps and actions taken to resolve customer issues.
  • Identifies opportunities for process improvement and problem elimination.
  • Continually focuses on learning new technologies to support rapidly changing and expanding environment.
  • Establishes and follows through on individual development plans that enhance team and personal effectiveness.


Skills:
  • Aptitude for, and interest in, learning new technologies.
  • Understands customers’ issue and demonstrates real concern.
  • Responds quickly and resolves problems related to technology usage.
  • Communicates clearly.
  • Establishes credibility quickly by following up and taking initiative.
  • Probes and uncovers customers’ underlying issues.
  • Defines problems quickly and resolves majority of issues within specified timeframe.
  • Can deliver “ just-in-time” training over the phone.
  • Actively shares knowledge and offers assistance to team members.
  • Identifies and takes initiative to implement improvement opportunities.
  • Possesses insatiable appetite for learning, continuously pursues new learning that add value to the team’ s knowledge base.


Education:
1+ years customer service experience, preferably in a call center environment.
Working knowledge of Microsoft Office products
 

Tyler Mataya

Fun Facts: Avid sports fan, Intramural Sports champion, enjoys visiting the Jersey Shore.

If you feel like you are the right fit for the job above, please click the apply online button below and I will be sure to reach out ASAP!

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