About the Role
IT Help Desk Coordinator (Temporary)
Job Category:Technology
Full-Time
- Remote
- LocationFloridaRemote
Tallahassee, FL 32301, USA
Job Details
Description
TelaForce, a Titan Technologies company, is seekingtemporaryHelp Desk Coordinators to provide Tier 1 Technical Support and Customer Service Support in support of our Call Center operations. In this exciting role, you will support a variety of users and must demonstrate abilities required for excellent Help Desk support including impeccable customer service skills, technical savviness, and a strong aptitude for multitasking.
Candidates must be willing to workflexiblehours that may include weekends (8:00 am-4:30 pm CT), weekdays (6:00 am-8:00 pm CT) or holidays (as needed). This is atemporary, full-time position. All candidates must have the ability to work remotely so you must have dependable high-speed internet, a reliable computer (Windows PC or Mac OS only) with the latest updates and anti-virus/anti-spyware software, a headset with microphone that will connect to your computer, and a quiet area free from distractions where you can take calls.
Duties & Responsibilities:
Under general supervision, you will provide Technical Support and Customer Service support to an end-user community supporting all applications, software and processes utilized by our clients. This includes but is not limited to hardware/software issues, browser troubleshooting and navigation, and answering customer program questions. You will provide support to identify customer needs, clarify information, research, and provide solutions and/or alternatives to customer issues. All Help Desk Coordinators will address incidents and respond to users in accordance with agreed-upon procedures and Service Levels. You will interface with multiple levels of users, customers, supervisors, and management staff.
- Receive client queries from multiple customers via phone, chat, e-mail or via web-enabled access.
- Log incidents and service requests into the ticket-tracking system.
- Collect information regarding the incident or service request and document details of the issue/question and troubleshooting steps performed into the ticket-tracking system.
- Provide troubleshooting and resolution via phone, e-mail orremoteconnectivity tools(when applicable).
- Respond to inquiries, provide excellent customer service, and provide general information via phone, chat or e-mail regarding customer specific systems and criteria.
- Resolve incidents or service requests immediately or by escalating it to the appropriate support staff or service group when necessary.
- Track the incident or service request activity to maximize timely completion.
- Follow-up with clients to ascertain job satisfaction verbally or through e-mail.
- Train new Help Desk Coordinators when needed.
- Reference all provided work instructions or knowledgebase articles to troubleshoot client incidents or service requests and may create new articles/work instructions upon request.
- Meet and maintain internal performance targets and customer service level targets as identified by customer agreements and/or management.
- Perform routine tasks and new assignments as assigned by theContractTeam Leads, Call Center Supervisors, or management.
- Adhere to all customer, company, and departmental policies.
Required:
- Proficient experience using Windows 7, 8, 10 and Microsoft Office products.
- Proficient experience using & configuring web browsers and managing browser plug-ins.
- Ability to pass employment background check and drug-screening.
- Ability to pass Level 2 background check.
Preferred:
- 1+ year of prior Call Center/Help Desk experience
- 1+ year of prior PC technical experience and/or training
- Ability to type 45 WPM(test yourself at typingtest.com)
- Bilingual in English and Spanish
Education:
- HS Diploma/GED or highereducationpreferred