Help Desk Representative

Help Desk Representative

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DEPARTMENT: Service Call Center

REPORTS TO: Help Desk Manager

FLSA: Full Time, Non-Exempt (Hourly)

Schedule: Monday-Friday, 6:30am-9:00pm CST

Saturday 7:00am-8:00pm CST

Sunday 1:00pm-5:00pm CST

*This is a fully remote position, and all necessary equipment will be provided to ensure a productive and comfortable work environment*

Why You Should Join Us!

• A comprehensive health plan that includes medical, dental, and vision coverage to ensure you and your family have access to the care you need


• A 401(k)-retirement plan with a generous company match to help you save for your future and achieve your financial goals


• Other fringe benefits including Birthday & Anniversary bonus, company-wide discounts, life insurance, Telemedicine access, short & long-term disability, and more!


• Positive work environments that offer work/life balance and professional growth


• Mission-driven work making a global impact with local roots


• The opportunity to have hands on work experience with industry leading, innovative technology

Position Summary 

The Help Desk Representative is responsible for handling the Care Center’s inbound calls, primarily from technicians in the field, and making outbound calls ranging from routine requests to complex situations requiring resourcefulness, professionalism, and efficient resolution simultaneously. Tasked with providing stellar internal and external client service, the Specialist, Technical Services will uphold Smart Start’s credible reputation in the alcohol monitoring community.

Essential Duties and Responsibilities

• Answer incoming calls, primarily from Smart Start’s client facing technicians in the field, and respond appropriately.


• Provide product and service information to callers and clients.


• Identify, research, and resolve clients’ complaints using applicable resources appropriately.


• Partner internally and externally with a positive and collaborative attitude and professional communication.


• Identify and escalate issues appropriately.


• Route calls to appropriate resources.


• Conduct follow up client calls when necessary.


• Upsell products, programs, and services to existing clients.


• Complete call logs and reports.


• Manage correspondence efficiently, responding to inquiries accurately, and tracking issues accordingly.


• Analyze, consolidate, validate, enter, and track data.


• Organize and maintain records and filing systems.


• Gather data from multiple technology systems.


• Handle documents utilizing various office equipment.


• Adhere to company policies, procedures, and expectations of confidentiality.


• Provide general Care Center support as needed.


• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent


• 6 months relevant experience


• Computer skills including Microsoft Office suite: Word, Excel, and Power Point


• Professional verbal, non-verbal, and written communication skills


• Strong attention to detail and sense of urgency for successful multitasking


• Courteous yet courageous interpersonal skills


• Adaptability and resourceful thinking for potentially challenging or high stress situations


• Self and audience awareness

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers to handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others.

The requirements listed in this document are the minimum levels of knowledge, skills or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.