Help Desk Support Specialist
10 hours ago
Join Precise Software Solutions, Inc. as a Help Desk Representative and be part of our team that delivers quality services and solutions to government organizations.
About the Role:We are seeking a highly motivated and experienced Help Desk Agent to support our cloud-based multi-tiered help desk operations, specifically within the public health sector.
Key Responsibilities:- Provide Tier 1 support to callers by addressing issues and inquiries across various channels, including phone, email, and text.
- Evaluate the needs of the caller and resolve inquiries and issues at the first level of contact when possible and route complex inquiries to the appropriate Tier 2 or Tier 3 support teams.
- Utilize contact center software, such as Amazon Connect, and ticketing systems, such as Salesforce Service Cloud, to answer, log, and track inquiries and issues, ensuring timely resolution and proper documentation.
- Communicate effectively with callers to understand their needs, provide clear resolutions, and ensure a positive customer experience.
- Facilitate translation services for non-English speaking callers following procedures.
- 3+ years of proven experience in a help desk or customer service role, with a focus on Tier 1 support.
- Strong knowledge of ticketing systems such as Amazon Connect and Salesforce Service Cloud.
- Excellent communication skills, with the ability to listen, understand, evaluate, and resolve customer inquiries efficiently.
- Strong data entry and telephone skills.
- Proficiency in Microsoft Office (Word, Excel, Outlook).
- High attention to detail and a customer-focused approach.
- Minimum High School Diploma with three (3) years of experience or any combination of experience and training, which enables one to perform the essential job functions.
- Associate's degree is preferred.
Precise Software Solutions, Inc. offers a comprehensive benefits package, including:
- Comprehensive Health Benefits (Medical, Dental and Vision) including High Deductible Health plan where company pays 100% of the deductible for your family.
- Flexible Spending Accounts (FSA) & Health Savings Account (HSA)
- Retirement Plan with 4% match and discretionary match at year end
- Paid Time Off (PTO): 15 days of PTO accrued per year; 7 holidays+ 3 Floating holidays; 2 Innovation days (paid training days)
- Short Term and Long-Term Disability
- Paid Parental Leave
- Paid Jury Duty leave
- Life and AD&D Insurance
- Critical Illness Insurance
- Training and Development
- Wellness Incentives & Discount programs
- Employee Referral Program
- Annual Charity Donation Match
- Awards and Recognition
Precise Software Solutions, Inc. is an equal opportunity employer and is committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.
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