Technical Helpdesk

Job Title: Technical Helpdesk
Location: Remote
Duration: 12 Months contract with potential for extension
Overnight Shift: 9:30pm - 6am CST. Monday-Friday Once training is complete.
Training for the first 3-6 months will be 8am to 4:30pm CST. Monday-Friday

JOB DESCRIPTION
The Technical Helpdesk Contractor role supports clients with their commercial credit card programs by providing technical assistance through phone, email, and chat to ensure a positive client experience with our online commercial card management platforms. The Technical Helpdesk Contractor regularly address client issues by listening to clients, troubleshooting potential root causes of issues and determining the appropriate course of action with the goal of final issue resolution and maximum client satisfaction. This is a key client support role that works closely with our account management teams and is a team orientated position.

This team operates a 24-hour, 7 day a week support center model. This contractor position is designated as a remote overnight position.

This role is responsible for supporting Federal Government and commercial accounts and requires passing a post-employment screening administered by the General Services Administration (GSA) which includes criminal and background checks.

Basic Qualifications
- High school diploma or equivalent
- Two to three years of experience within Customer Service

Preferred Skills/Experience
- Good time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service
- Good verbal and written communications skills
- Proficient computer skills using a variety of software packages including Microsoft Office applications
- Effective telephone and interpersonal skills
- Good problem-solving and negotiation skills
- Ability to handle difficult customer calls
- Ability to identify and resolve/escalate problems
- Experience in helpdesk ticketing systems (ex: ServiceNow)

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