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Customer Service Desk Agent

3 months ago

Westminster, United States ATR International Full time

Job Title: Service Desk Agent

Type: Contract -6 Months

Day Shift

Location: Herndon or Westminster, CO

Pay: $21.00/hr


Willing to train on technology - must be willing to learn


Position Summary:

#service desk

We are seeking energetic and reliable professionals to join our team as Service Desk Agents. The successful candidates will be responsible for answering incoming internal customer calls, utilizing company policies to solve customer issues and directing calls/tickets to support teams when necessary. Our Call Center Agents are often the first point of contact for customers’ service issues, so we are interested in hiring individuals with a commitment to customer satisfaction and an ability to make quick and accurate decisions.

This position requires on-call support on a rotational basis with other team members. Must have the ability to obtain and hold a TS/SCI clearance upon hire.

This support is provided in accordance with corporate and company policy and industry best practices. Outstanding customer service skills and communication skills working in a team environment is crucial to the success of the team, the customer, and the candidate.

Essential Duties: The following duties are not meant to be all inclusive and may be changed or modified by the company at any time.

· Manage large amounts of inbound and outbound calls in a timely manner

· Follow call center “scripts/troubleshooting guides” when handling different topics

· Identify customers’ needs, clarify information, and providing solutions

· Monitor tickets & workflows and in accordance to team’s SLAs

· Create documentation where documentation is absent

· Administer Active Directory accounts

· Utilize remote user support tools to provide support

· Understand basics of Windows 7, Windows 10, MAC OS, and Microsoft applications, a plus


Knowledge, Skills, Abilities, Experience:

Abilities to:

· Must have the ability to obtain and hold a TS/SCI clearance upon hire

· Demonstrate

o strong communications skills with active listening skills

o a self-driven attitude

o a problem-solving attitude

· Remain customer-service oriented in all situations/personalities

· Give attention to detail

· Solve problems quickly

· Remain organized/ set priorities

· Follow established procedures on routine work; requiring instructions only on new assignments


Benefits include:

-MEC/ACP Medical

-Voluntary Dental, Vision, Life, Supplemental Income

-401k (must meet requirements)

-sick leave as required by state/count