Help Desk Customer Service Agent

3 weeks ago

Jefferson City, United States WiredPeople, Inc. Full time

Overview:

WiredPeople invites applicants to join our growing team as a Help Desk Customer Service Agent. As a Helpdesk customer support agent, you will strengthen client relationships by working one-on-one with customers via phone, guiding them through troubleshooting their technical issues with Management Information Systems. The elected candidate will be required to work onsite in Jefferson City, MO. 

Responsibilities:

  • In this role you will be the first line of contact for all customers and will be tasked with solving a variety of client issues with rapid resolution. 
  • Following the successful completion of onboarding, you will work independently to receive inbound calls and resolve the issue or escalate it as appropriate.
  • Document calls from initial contact to resolution.
  • Receive, prioritize, and manage incoming communications during your shift.
  • Consistently demonstrate a positive, empathetic, and professional demeanor when interacting with customers.
  • Collaborate with internal teams to escalate and resolve complex issues, ensuring timely and effective solutions.
  • Keep thorough records of customer interactions and issue resolutions using Genesys and SharePoint.

Qualifications:

  • Excellent customer service skills with the ability to effectively communicate via phone to diagnose problems remotely in a help desk support capacity.
  • At least one year of call center experience.
  • High School diploma or Equivalent.
  • Customer-oriented: A desire to serve both external and internal clients by focusing effort on meeting the client's needs, understanding their concerns, and seeking to build trust.
  • Communication: The ability to promote understanding through exceptional written, oral, interpersonal, and presentation skills.
  • Problem-solving: The ability of the individual to recognize courses of action that can be taken to handle problems or potential problems and apply research skills or learned knowledge to solve those problems.
  • Adaptability: How an individual can fit into a changing working environment.
  • Initiative: The ability of the individual to act and take steps to solve or settle an issue.

Preferred Qualifications / Skills:

  • Experience using Genesys, SharePoint, MS Office, Outlook.
  • Experience in a Help Desk/Customer Support environment.
WiredPeople provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, WiredPeople complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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