What are the responsibilities and job description for the Help Desk Technician position at BOTG LLC?
Position: IT SUPPORT/ HELP DESK REPRESENTATIVE
Position type: Temporary Contract
Duration: 12 months contract
Work Location: Piscataway,NJ Hybrid Schedule (3 days on site, 2 days remote) once fully trained40 hours a week
Job Description:
The Contact Center Associate will be responsible for service and troubleshooting 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.
Roles & Responsibilities:
- Provide practical solutions to 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 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
Job Type: Contract
Pay: $22.00 - $25.00 per hour
Experience:
- IT support: 1 year (Preferred)
Work Location: In person
Salary : $22 - $25