Help Desk Specialist

1 week ago


O'Fallon, Missouri, United States RCG Full time
Job Title: Help Desk Call Center Specialist

We are seeking a highly skilled and customer-focused Help Desk Call Center Specialist to join our team at RCG, Inc. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities:
  • Provide inbound and outbound telephone support for the Systems Response Center, serving as an off-site central support point for military, DOD, and Federal customers.
  • Answer, evaluate, and prioritize customer Service Requests (SR) submitted via telephone, voicemail, e-mail, self-service web site, and fax.
  • Understand and evaluate technical issues and apply fundamental knowledge of systems, software, and networking to resolve.
  • Manage requests, escalating as appropriate with follow-up to resolution.
  • Provide FCR (first call resolution) to commonly known issues.
  • Use ITIL-integrated ticketing systems like Oracle Siebel Customer Relationship Management (CRM) and Service Now to resolve SRs, input new solutions, and follow-up on customer inquiries.
Requirements:
  • Strong customer service and interpersonal skills as demonstrated by a work history reflecting ability to work well in a team environment.
  • High school diploma or GED required; Associate's or bachelor's degree is a plus.
  • Must be able to obtain NACI Public Trust clearance.
  • Open to rotating work schedule is a must.
  • Pleasant, professional, and courteous phone skills.
  • Basic keyboarding skills with the ability to type 35 WPM.
  • 1+ years of customer service experience is required.
Preferred Qualifications:
  • Previous call center experience.
  • Ability to train others.
  • Public Trust clearance highly desired.
  • HDI Customer Service Representative (HDI-CSR) or ITIL v3 Foundation certification is a plus, but not required to be considered for the position.

RCG, Inc. is an equal opportunity employer and does not discriminate against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, sexual orientation/gender identity, or national origin.



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