Call Center / Help Desk (PA) M-F 8am-6pm

Philadelphia, PA | Contract

Post Date: 09/19/2017 Job ID: 9647 Industry: Technology

Call Center / Help Desk 

SHIFT: Monday - Friday 8am - 6pm Flex

Job location: Philadelphia PA

Contract will begin around October 30, 2017.
 

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
 

Rebecca Piro

Fun Facts: Turtle Lover, Bunny mom to Snowball, and Full Time mom of 2 beautiful children

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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