Help Desk Agent

The Help Desk Agent is the first point of contact for the users who call our IT Service Desk. While providing the highest level of customer service, the Help Desk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Help Desk Agent is focused on providing best in class customer service, achieving high levels of first call resolution, and identifying opportunities to streamline/automate agent process.

Responsibilities Include:

Demonstrate strong customer service skills to provide phone support. Responsible for high quality end-user technical support, related to enterprise software and hardware. Responsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast paced 7x24x365 environment. Under general oversight, provides after hours and weekend support as needed. The position requires attention to detail, follow through, teamwork focus and positive attitude. An understanding of technology and the ability to apply that knowledge to support all existing systems. Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in person.

Qualifications:

Excellent customer service skills required. Excellent communication skills required. 2-5+ years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment. Preferred work experience in technical support role but not required. #phaxistech

Job Type:

Contract Benefits:

401(k) Dental insurance Flexible schedule Health insurance Paid time off Vision insurance Ability to

Relocate:

Columbus, OH 43219: Relocate before starting work (Required)

Work Location:

In person