HelpDesk Support
These positions/resources requested will serve as PEAK Call Center Agents responsible for addressing citizen/client questions related to technical issues accessing and navigating the system. Note that these resources should expect to be taking and resolving incoming client calls up to 90% of the time.
Duties:
Primary Responsibilities include the following:
o Answer incoming calls timely and accurately
o Answers inquires by clarifying desired information, researching, locating and providing information
o Resolves customers issues and concerns
o Creates and maintains knowledge articles
o Provide technical assistance to the customer (Examples)
• Password reset
• Account information
• Case number information
• Adobe Reader issues
• Brower issues
• Technical computer issues
• Internet connectivity
• PEAK navigation
o Enter information obtained from the call into a customer relationship management tool
o Utilize the IVR/ACD for incoming and outgoing calls
o Follow communication scripts when handling different topics
o Meet personal/team qualitative and quantitative targets
Minimum of 1 year of experience in a call center
Strong phone and verbal communication skills along with active listening skills
All your information will be kept confidential according to EEO guidelines.