Help Desk Agent

1 month ago

Philadelphia, Pennsylvania, United States InspiriTec, Inc. Full time
Job Title: Tier 1 Help Desk CWIS Call Center

At InspiriTec, Inc., we are seeking a highly skilled and motivated Tier 1 Help Desk CWIS Call Center Agent to join our team. As a key member of our Service Desk, you will provide technical software, hardware, and network problem resolution in a fast-paced call center environment.

Key Responsibilities:
  • Provide technical support to customers via phone, email, and chat, resolving issues related to software, hardware, and network problems.
  • Document and track support activity, ensuring accurate and timely resolution of customer issues.
  • Collaborate with other Service Desk staff members and trainers to resolve complex issues.
  • Advise customers on appropriate action and turnaround times, following up with them to provide requested information.
  • Log all Service Desk calls, emails, and voicemails into the ticketing tool for tracking purposes.
  • Follow Standard Operating Procedures (SOP) and escalate situations requiring urgent attention or expert knowledge to appropriate Subject Matter Experts.
  • Route problems, create, track, and document resolutions in regards to all ticket request assignments.
  • Stay current with system information, changes, and updates by attending Service Desk meetings.
  • Respond to incoming requests for assistance via calls, emails, or voicemails.
  • Work on supervisor-assigned projects when requested.
Requirements:
  • Excellent customer service skills.
  • Strong verbal and written communication skills.
  • Superior interpersonal skills and telephone etiquette.
  • Good analytical and problem-solving skills.
  • Ability to deal with stress associated with fast-paced work environment.
  • Ability to make judgment decisions and adapt to changing work situations.
  • Ability to handle 50+ calls per day with varying levels of complexity.
  • Ability to work independently, as part of a team, with customers, peers, and management.
  • Proficient in Microsoft Office Suite and various Windows operating systems.
  • Previous experience supporting general Applications, Security, and Web Apps.
  • Willingness to work flexible hours/occasional weekend hours.
  • Associate Degree in Information Technology or equivalent work experience.
  • Current HDI certification and/or willingness to become HDI certified preferred.

We offer a dynamic and supportive work environment, opportunities for professional growth and development, and a competitive compensation package. If you are a motivated and customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity.

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