Role Objective
The help desk agent is responsible for taking provide help desk support to the Customers. The focus is on delivering an excellent customer service experience, to be:
- Be a Trusted advisor
- Listen & understand our client's needs.
- Solve client problems using knowledge & expertise.
- Go the extra mile when needed.
- Finish the job.
Duties and Responsibilities
- Answering phones and chats from customers professionally and responding to customer inquiries
- Provide L1 and L2 support to the parents, staff, and other DOE customers.
- Engaging language translation services as needed, nine languages using a third-party tool.
- Logging calls into Customer Relationship Manager (CRM) IT Service Management (ITSM) tool
- Researching required information using available resources such as knowledge base, workflows, and defined scripts.
- Identifying customer problem and following the script to provide resolution.
- Obtaining and evaluating all relevant data to handle inquiries.
- Recording details of comments, inquiries, and actions taken
- Escalate priority issues to the team leaders for a successful resolution.
- Routing created tickets to the appropriate L2/ L3/ L4 teams for resolution.
- Completing call notes and call reports as necessary and updating them in the CRM.
- Other duties as assigned.
Essential Knowledge & Experience:
- Help desk experience and managing tickets, preferably in the public services. Minimum of 2 years’ experience of supporting IT Help Desk for clients
- Excellent written and oral communication skills coupled with a customer service orientation.
- Experience with CRM/ITSM tools preferred.
- Showing that you are self-motivated with a willingness to take on the challenge of solving client’s problems.
- Demonstrated experience in independent troubleshooting of technical issues for clients.
- Work cooperatively within the team, exchange information, and assist other team members in achieving team objectives and work outcomes.
- Microsoft tools experience, word, xls, ppt.
- Open availability as required for rostering the operations 24 x 7
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