Client Success Help Desk Associate

Cisive continues to make significant advances in the employment screening industry and is always looking for the right people to take us further. Recognized as a national leader in quality of service, timely reporting, cost-effectiveness, state-of-the-art technology programs, and legal expertise in employee screening, Cisive serves many of the country’s leading corporations. Through our technology, Cisive is able to quickly respond to changing customer needs.

Cisive is seeking an experienced Help Desk Associate with to join our growing organization. The Help Desk Associate is responsible for providing superior customer service and technical support to end-users of our pre-employment and onboarding portal.
Responsibilities include, but not limited to:

• Handle a heavy volume of inbound calls, emails, and chats working in a work queue environment. Make outbound contacts as needed.
• Partner with peers and supervisor to monitor and maintain coverage of all contact streams.
• Achieve first contact resolution, whenever possible. Work closely with internal teams to provide quick resolution to issues beyond first contact resolution. Ensure periodic updates are provided.
• Partner with internal teams to troubleshoot and resolve client issues including, but not limited to: login issues, password resets, submission of required forms, etc.
• Maintain accurate record of contacts and interactions.
• Must be able to maintain applicant/client privacy in compliance with all applicable laws.
• Create positive relationships with contacts to ensure satisfaction and retention.

Education & Qualification Requirements:

• Minimum of 2 years of customer service experience strongly preferred.
• Minimum of 2 years of working in a call center environment preferred.
• Knowledge of Microsoft Office Suite required, proficiency in Excel preferred.
• Able to successfully learn and navigate Web based applications and tools, for use in managing applicant accounts.
• High School Diploma or GED required. Secondary education degree preferred.
• Ability to work nights and/or weekends.

Required Skills:

• Excellent written and verbal communication skills.
• Excellent time management skills, exhibiting a sense of urgency, ensuring client deadlines are met within the required time frames.
• Self-motivated and proactive in approach to issue/ dispute resolution.
• Adaptable to office and home office environments.
• Demonstrated ability to organize and manage multiple priorities.
• Demonstrated problem analysis and resolution skills.
• Client-focused
• Goal oriented

• *Expectations:

• Perform in a client focused setting
• Maintain professional demeanor
• Must be punctual and able follow schedule to ensure Service Level Agreements are maintained.
• Superior communication skills
• Must be able to meet set expectations for call center metrics, quality requirements, and turnaround times.

• This position will be required to work in our Smyrna, GA office. You must be willing to work in this office and be fully vaccinated.

• Our Helpdesk operates 8 a.m. to 10 p.m. 7 days per week. The ideal candidates will show flexibility to work within these hours on a rotating schedule of approximately 40 hours/week.

Job Type: Full-time

Work Location: Multiple Locations