Helpdesk Agent Level 1

Southfield, MI - Southfield, MI

Posted: October 10, 2014

Function

Provides first level support (Level I) from the helpdesk call center and creates tickets for all calls received.

Purpose

To provide excellent customer service for a help desk call center environment that supports: *Remote access internet VPN products
*Manages security and network services
*Software as a Service Products (SaaS)
*Transaction Delivery Services (EDI)

Major Responsibilities/Accountabilities

Essential functions/duties of the position

• Apply call processes consistently
• Log and track all calls received using ticketing system
• Establish a quality working relationship with a variety of customers.
• Escalate issues within the defined standards
• Follow defined standards to resolve specific set of problems
• Follow defined standards to collect and follow-up on escalated issues
• .Level I Support
• Research and resolve caller inquiries by utilizing established procedures, user manuals, accessing on-line applications, or interacting with internal and external support groups
• Troubleshoot and resolve hardware, software and communications issues by interacting with application end users, application engineers, system engineers and hardware software vendors
• Continuous Improvement
• Meet individual metrics for Level 1 Support Engineer
• Identify and suggest process improvements as they arise
• Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements

Other responsibilities/accountabilities (marginal functions)

• None

Knowledge/Skills/Abilities Required

• Provide excellent first line customer service
• Respond to all chats, emails and phone calls consistently
• Enter all relevant data from customer contact channels into tracking system
• Assist with troubleshooting and resolution of all tickets that can be processed from start to finish by level 1 as defined by management.
• Great interpersonal skills; superior customer service skills; excellent verbal and oral communication skills.
• 2-4 year College degree is not mandatory, but is a plus.
• Able to work consistently in a fast paced environment. Works well under pressure with limited supervision.
• Ability to follow processes and escalate issues consistently.
• Must have professional demeanor and ability to prioritize work in a fast paced environment
• Customer service experience is very helpful
• Support technical management team with call data analysis.
• Experienced in Windows operating systems
• Familiar with TCPIP and networking concepts
• Able to provide support for any shift required to support customer requirements.
• High ethics and integrity

Physical Requirements

• None