IT Help Desk Associate

3 weeks ago

Champaign, United States Express Employment Professionals - Champaign Full time

Job Description:

As a Technology Solutions Specialist, you will be the primary point of contact for customers, employees, and team members, ensuring their technology needs are met with effective solutions. You'll listen closely to their requirements, field questions, and work collaboratively to resolve any issues that may arise. Your role will be pivotal in maintaining high levels of customer satisfaction and retention.

Key Responsibilities:

  • Assist customers, employees, and team members with technology solutions, listening closely to their requirements and ensuring their needs are met.
  • Field questions from field technicians and in-store customers, providing prompt and accurate assistance.
  • Collaborate with resources to resolve any business-to-business or at-home customer issues.
  • Identify and escalate any issues with products or services that impact customer satisfaction or retention.
  • Adhere to defined quality guidelines for customer communication, ensuring consistency and professionalism.
  • Maintain familiarity with all products and services offered and clients supported.
  • Demonstrate effective troubleshooting skills and the ability to use them to resolve technical issues.
  • Review processes and recommend changes to improve and maintain the overall effectiveness and efficiencies of departmental knowledge resources.
  • Provide training for onboarding of new employees on in-house systems.
  • Perform other duties as assigned.

Requirements:

  • Excellent customer service skills with a strong focus on meeting customer needs.
  • Exceptional time management and multitasking skills.
  • Strong analytical and problem-solving abilities.
  • Ability to easily adapt to changes in processes, procedures, and priorities.
  • Collaborative, team-oriented attitude with strong organizational skills.

Education and Experience:

  • Preferred: Associate's Degree in Computer Science or related field, and/or 3 years of relevant experience.

    #CHAMIL

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