Help Desk Representative
Hire Dynamics is assisting a great client with the roll-out of a new product offering.
The position will entail taking support calls from customers and working to resolve their issues as well as developing and writing work instructions and mapping out processes. Because this is a new department, flexibility for scheduling is necessary. The center will be operating 24/7.
Key Responsibilities & Impact of Position:
Problem solving with the customers to bring about a speedy resolution to their inquiries.
The maintenance of a detailed history on the Call Management System of all issues reported to customer support.
Work towards and the achievement of set targets in agreed KPIs.
Deciding how best to resolve a customer query, deciding which queries need to be escalated.
The transition of relevant documentation for customer use.
The development of allocated projects designed to raise efficiency within the department, and overall customer satisfaction.
Writing work instructions and mapping out processes.
Key Factors of Success:
Previous help desk experience
Intermediate knowledge of Microsoft Word and Excel
Excellent time management and organizational skills, excellent communication skills and customer care skills
Able to close increasing numbers and variety of telephone and email technical support issues
Develop good relationships with the rest of the team and key people in other departments
Desirable qualifications in customer care
Job Type: Full-time
Salary: $14.00-$16.00 /hour based upon experience