Help Desk Customer Service Agent

5 days ago


Jefferson City, United States Compu-Vision Consulting Full time
Job Description: Helpdesk Customer Support Agent (WIC Program)
Hours: 8:00 a.m. - 5:00 p.m. (Monday - Friday) with a 1-hour lunch break.

Must-Have Requirements:
  • Experience using Genesys, SharePoint, MS Office, and Outlook.
  • Experience in a Help Desk/Customer Support environment.
Role Eligiblity:
  • Excellent customer service skills with the ability to effectively communicate via phone, diagnosing problems remotely in a help desk support capacity.
  • At least one year of call center experience.
  • High School diploma or equivalent.
  • A desire to serve both external and internal clients by focusing on meeting their needs, understanding their concerns, and seeking to build trust.
  • The ability to promote understanding through exceptional written, oral, interpersonal, and presentation skills.
  • The individual must recognize courses of action to handle or prevent potential problems, applying research skills or learned knowledge to resolve them.
  • Ability to adjust in a dynamic and changing work environment.
  • The ability to act and take proactive steps to resolve or settle issues.
Job Duties:
  • Serve as the first line of contact for all customers, tasked with resolving a variety of client issues quickly and effectively.
  • After successful completion of onboarding, you will work independently, receiving inbound calls and either resolving or escalating issues as necessary.
  • Document all calls from the initial contact to resolution.
  • As a WIC Helpdesk customer support agent, strengthen client relationships by working one-on-one with customers via phone, guiding them through troubleshooting technical issues with WIC Management Information Systems.
  • Receive, prioritize, and manage incoming communications during shifts.
  • Maintain a positive, empathetic, and professional attitude during customer interactions.
  • Collaborate with internal teams to escalate and resolve complex issues, ensuring timely and effective solutions.
  • Maintain thorough records of customer interactions and issue resolutions using Genesys and SharePoint.


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