Help Desk Specialist

Job Title: CONTACT SUPPORT / HELP DESK

Location: Piscataway NJ Hybrid Schedule (3 days on site, 2 days remote) once fully trained

Duration: 12 Months

40 hours a week

Shift: 8am-4:30pm

Job Summary:

·       The CLIENT Contact Center Associate will be responsible to service and troubleshooting CLIENT Product & Service challenges presented by internal and external customers, including members, individuals, staff and volunteers via chat, bulk mail, phone, and interdepartmental communications. 

·       The incumbent in the role provides prompt and professional high quality service and solutions on a consistent level.

·       He/She will assume ownership and accountability for resolution of all inquiries, attend training to develop job skills, products/services knowledge, and Contact Center skills.

·       This individual works well with minimal supervisor interactions and can make decisions to deliver high satisfaction to our members and customers.

·       This position is under general supervision and typically reports to a Supervisor.

Essential Functions:

Typical tasks include but are not limited to:

·       Provide practical solutions to CLIENT members, customers, and volunteers

·       Understands the methodology and works on problem solving solutions

·       Receive research and respond to member and customer inquiries

·       Provide personalized support concerning CLIENT products, services and benefits

·       Follow Contact Center SOP (Standard Operating Procedures)

·       And other responsibilities as designated by department management

Education and Experience:

·       Bachelor’s degree is preferred but is not required for this position based on equivalent and progressive experience in lieu of a degree

·       2 years customer service experience

·       Demonstrates knowledge of and ability to grasp technical language, functionality, and support for Contact Center support systems, in particular OSC or similar CRM software.

Skills & Other Requirements:

·       Strong organization skills

·       Team oriented; ability to partner and share information and foster relationships

·       Must have excellent communications skills with the ability to interact in a professional manner with all levels of staff, suppliers, and volunteers.

·       Must have working knowledge of MS Office Applications (Word, Excel, Power Point, Access)

• ·       CRM Database experience is a plus