As an Internal Help Desk Support Specialist, you will play a critical role in managing and resolving agent inquiries and issues.

Your passion for technology and helping others converge to create an exceptional support experience. You will possess a unique blend of technical aptitude, problem-solving skills, and a service-oriented mindset.

In this role, you will be responsible for guiding our agents through various client systems, ensuring they can provide top-notch services to our clients.

You will work closely with various teams to troubleshoot, investigate, and resolve support cases, with an aim to enhance agent satisfaction and loyalty.

The Purpose of Your Role

The goal of the Internal Help Desk Support Specialist is to ensure that all agent support cases are handled effectively, providing high-quality support and service to our agent community.

This may include front line technical assistance to resolve issues quickly. You will work to identify patterns, track trends, and communicate escalations or recommendations for system and / or support enhancements.

The Qualifications We’re Looking For

• 1-2 years of experience in a technical support or customer service role
• Associate’s Degree or equivalent experience in a related field preferred
• Basic understanding of computer systems, IT support, and web technologies such as multifactor authentication
• Familiarity with common operating systems and software applications such as Salesforce
• Configuring and troubleshooting remote access software and VPN solutions, such as Citrix, GlobalProtect VPN, and SRW / Dizzion
• Proficiencies in troubleshooting, following guides, and explaining technical concepts in simple terms
• Excellent oral and written communication skills
• Skilled in troubleshooting MFA issues across various platforms, ensuring secure and efficient access to systems and data.

The Competencies You Bring

Computer Literacy

• Attention to Detail
• Teamwork
• Communications
• Problem Solving
• Customer Focus

The Value You Deliver

• Providing courteous and knowledgeable support to agents via support case, phone, and real-time assistance in live sessions
• Identifying and tracking recurring trends, and escalating as necessary
• Contributing to the development of resource guides to improve the user experience
• Ensuring a smooth and efficient support process for agents, which in turn supports the delivery of exceptional service to our clients
• Promoting a culture of excellence in support and service

Essential Job Functions

Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation.

• Ability to sit or stand at a desk for extended periods of time while working on a computer
• Available for virtual meetings in a non-distracted environment
• Ability to work independently and meet deadlines
• Ability to work a flexible schedule that includes days, nights, weekends, and holidays

Last updated : 2024-05-21