Fully Remote - IT Support / Help Desk

IT Support / Help Desk

Fully Remote

Pay : $19 / hr.

Shifts and training :

Shift : 9am-6pm CST Monday-Friday

Training is 2-4 weeks and it’s M-F 8am-5pm CST

Ideal start date is Dec 8th

REQUIRED SKILLS AND EXPERIENCE

• Experience in Service Desk Support and Customer Service Support Technical
• Experience in validating employee and resetting passwords
• Knowledge of MS Office 2013 Product Suite and Office 365
• Ability to multitask and function in a fast-paced, high energy environment
• Ability to quickly learn and retain information by means of written and verbal instruction
• Strong verbal / written communication, problem solving and organizational skills to support an environment driven by customer service and team work
• Ability to build productive relationships with peers

JOB DESCRIPTION

Validate the employee asking for a password reset is an employee and provide password reset support via phone or chat and meet or exceed service level agreements for password resets Record requests, incidents and status information through the use of firm's ticket handling system Once password resets are mastered, move into traditional help desk support, high call volume ticket resolution issues as a level one analyst Manage daily individual performance based on key performance metrics including call capture, available time, speed of answer, call / chat resolution and customer service Meet and / or exceed service level agreements for all support interactions (e.g., phone, chat, tickets). Maintain communications with callers through resolution processes, particularly in difficult customer situations by keeping them informed of the status Ability to work a flexible schedule, including weekend days, to support 24x7 environment Utilize and contribute knowledge articles to the knowledge base