Internal Help Desk Support Specialist

4 weeks ago

Scottsdale, United States Liveops Agent Services, LLC Full time

As an Internal Help Desk Support Specialist, you will play a critical role in managing and resolving agent inquiries and issues. Your passion for technology and helping others converge to create an exceptional support experience. You will possess a unique blend of technical aptitude, problem-solving skills, and a service-oriented mindset. In this role, you will be responsible for guiding our agents through various client systems, ensuring they can provide top-notch services to our clients. You will work closely with various teams to troubleshoot, investigate, and resolve support cases, with an aim to enhance agent satisfaction and loyalty.

The **Purpose** of Your Role

The goal of the Internal Help Desk Support Specialist is to ensure that all agent support cases are handled effectively, providing high-quality support and service to our agent community. This may include front line technical assistance to resolve issues quickly. You will work to identify patterns, track trends, and communicate escalations or recommendations for system and/or support enhancements.

The **Qualifications** We’re Looking For
- 1-2 years of experience in a technical support or customer service role
- Associate’s Degree or equivalent experience in a related field preferred
- Basic understanding of computer systems, IT support, and web technologies such as multifactor authentication
- Configuring and troubleshooting remote access software and VPN solutions, such as Citrix, GlobalProtect VPN, and SRW/Dizzion
- Proficiencies in troubleshooting, following guides, and explaining technical concepts in simple terms
- Excellent oral and written communication skills
- Skilled in troubleshooting MFA issues across various platforms, ensuring secure and efficient access to systems and data.

The **Competencies** You Bring

Computer Literacy
- Attention to Detail
- Teamwork
- Communications
- Problem Solving
- Customer Focus

The **Value** You Deliver
- Providing courteous and knowledgeable support to agents via support case, phone, and real-time assistance in live sessions
- Assisting agents in following resource guides and troubleshooting steps
- Identifying and tracking recurring trends, and escalating as necessary
- Contributing to the development of resource guides to improve the user experience
- Ensuring a smooth and efficient support process for agents, which in turn supports the delivery of exceptional service to our clients
- Promoting a culture of excellence in support and service

**Essential** Job Functions

Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation.
- Ability to sit or stand at a desk for extended periods of time while working on a computer
- Available for virtual meetings in a non-distracted environment
- Ability to work independently and meet deadlines
- Ability to work a flexible schedule that includes days, nights, weekends, and holidays

**About Liveops**:
Liveops, a virtual contact center, offers scalable, on-demand experiences through the VirtualFlex platform for both planned and unplanned CX needs. This tech-enabled, data-powered platform inspires and motivates brand-certified agents to deliver better experiences and attracts entrepreneurial US-based professionals with life experience that helps them connect with customers. We're a people-powered business, working tirelessly on behalf of agents, clients, and employees to make life better.

Liveops exists to improve the lives of our agents, clients, and employees. As a Liveops employee, you’re part of a purpose-driven culture that values curiosity, collaboration, and results. We encourage diverse perspectives to create better outcomes, celebrate initiative, and build relationships based on trust and transparency. We offer outstanding benefits including insurance, 401k match and a flexible vacation plan.

Eligibility Requirements

Eligible States for Employment; Alabama, Arizona, Florida, Georgia, Idaho, Illinois, Indiana, Kansas, Michigan, Mississippi, Nebraska, New Jersey, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin.

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas now or in the future.

**Equal Opportunity Employer**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or ch

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