Help Desk Representative
2 months ago
Day to Day:
One of Insight Global’s Fortune 500 clients is looking for Remote Help Desk candidates. For this position, all candidates will provide 24/7 remote technical support to all retail store associates and non-retail store associates. The help desk agent will be responsible for following all steps in Service Now to troubleshoot issues reported and resolve or escalate to the appropriate contacts. The agent will be working with store associates’ technical issues on proprietary ordering system, ESVS and Order Up. This includes troubleshooting errors caused with order changes, payments, deliveries, will calls and installs This technical support specialist will work within ServiceNow to track personal metrics like talk time, calls resolved, adherence, quality, etc. All individuals must have excellent customer service skills and have prior experience working in a call center environment.
Requirements:
- 1+ year of remote help desk experience
- Experience with ServiceNow
Shift Times Post Training:
- Monday-Sunday: 4AM-12AM CST
- There are shift bids 2/3 times a year for you to choose the shift you want – The better your performance the higher the success rate to get that shift schedule
Formal Training/Class Schedule: (You will get paid throughout the entire training process)
- 8 week formal training
- 4-6 weeks of classroom type training
- 1 week of shadowing
- 1 week of nesting
- Monday through Friday – 7am to 4pm CST/8am to 5pm EST
- Attendance during training is mandatory during these 8 weeks
- Since training is mandatory during this period it will count against you if you do miss any days and put you behind the rest of the class given the amount of information that’s involved.
- This also deducts the success rate of you being able to get the shift you’re trying to get/want post training.
- If you have any appointments/mandatory events coming up within this 8 week time frame, please make sure we are aware of it ahead of time.
Contract/Contract-to-Hire Roles:
Compensation:
$__18__/hr to $___19__/hr.
Exact compensation may vary based on several factors, including skills, experience, and education.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
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