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Empowering organizations to tackle challenges and meet business objectives.
IT Help Desk Agent
Location
United States
Posted
66 days ago
Salary
$18 - $22 / hour
Seniority
Mid Level
Job Description
IT Help Desk Agent
MorganFranklin Consulting
• The Level 1 Call Center Agent will be responsible to support customers from our 24x7 call center. • This person must provide exceptional call center support. • Customer Service and Communication skills are a must and critical to the success of this role. • Ticket/Issue Escalations for assigned call center • Accurately process and record call transactions using a computer and designated tracking software • Assist with last-minute coverage needs • Review customer’s information and determine the issue by evaluating and analyzing the symptoms • Deliver service and support to end-users, including via remote connection or over the Internet • Research required information using available resources • Follow standard processes and procedures • Follow up and make scheduled call backs to customers where necessary • Stay current with email, team chats, system information, changes, and updates • Follows proper escalation procedures as defined by management • Ensure customers receive prompt, accurate and courteous service
Job Requirements
- 1-2 years of experience in the Information Technology and/or Call Center field preferred
- 2-year Associates degree or equivalent experience is desired.
- Proper phone etiquette and effective listening skills
- Ability to speak and write clearly and accurately with demonstrated proficiency in typing and grammar.
- Knowledge of customer service principles and practices (ITIL training a plus)
- Medical/clinical terminology is preferred, but not required
- Must be able to sit for long periods of time
- Experience supporting software computer applications and equipment from a remote helpdesk environment
- Experience with mobile device support (iPhone and Android)
- Must be a team player and build good working relationships across all functions of the company
- Must have a strong personal drive for delivering great customer service, and thrive in a fast-paced, high-energy environment with a proactive focus
- Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
- Need to be flexible, adaptable, and possess creative problem-solving skills
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