Help Desk Support - PrideStaff
Palm Beach Gardens, FL 33418
About the Job
Help Desk Support candidate needed. PrideStaff is working with a Palm Beach Gardens Financial Service firm to hire an experienced Help Desk Support person. This will be a full time opportunity, with a work schedule of Monday - Friday, 8:00 am – 5:00 pm with one hour for lunch.
Some of the duties and responsibilities of our chosen Help Desk Support person will include:
Helpdesk specialist is responsible for knowing the resolution of email alerts and must respond within 5 – 10 minutes during the workday from 8:00 AM (ET) to 5 PM (ET). Resolution of off hour emails must be resolved as soon as possible at the start of a workday, but no later than 10 AM (ET). Emails must be saved into customer folders for easy access.
Internal Tracking Duties Include:
Requirements and Skills
Some of the duties and responsibilities of our chosen Help Desk Support person will include:
- Serve as the first point on contact for all issues/questions that come into the Help Desk
- Perform troubleshooting and gather information, using pertinent questions, needed to resolve the issue
- Walk the customer through problem solving or help determine the next step to resolve their issue
- Forward issue immediately to appropriate internal department
- Maintain accurate records of all interactions and cross reference to issues that have come up before
- Follow up to make sure all issues/questions were resolved
- Always monitor the help desk. Many are automated emails that track the progress of customer trading.
Helpdesk specialist is responsible for knowing the resolution of email alerts and must respond within 5 – 10 minutes during the workday from 8:00 AM (ET) to 5 PM (ET). Resolution of off hour emails must be resolved as soon as possible at the start of a workday, but no later than 10 AM (ET). Emails must be saved into customer folders for easy access.
- Maintain a log by customer and cross reference by date/time of expected emails,
- React to each email as directed in instruction booklet,
- Maintain all interactions in accurate folders to be accessible with quick response,
- Create a project log to daily track outstanding issues.
- Maintain of log of all TSCI projects and the status of each one,
- Be interactive with staff to keep these projects on track,
- Log all projects, status, resolution, testing and submission to client base,
- Assist in the testing process based on instruction from internal staff members.
- Using expertise with Word, Excel and Power Point, document TSCI procedures and customer help text.
Requirements and Skills
- Minimum of 5 years working experience with documented evidence of strong work record, excellent job attendance, reliable transportation, high school or GED and some post high school education,
- Experience with customer interaction and customer support,
- Excellent communication skills, customer-oriented and cool-tempered,
- Proficient in verbal and written English,
- Multi-task oriented, independent worker, ability to work, listen, learn and absorb information from internal staff,
- Excellent knowledge of Microsoft office, other office automation products and working knowledge of databases.
Compensation / Pay Rate (Up to): $45,000.00 - $55,000.00 Per Year
Source : PrideStaff