Job Description :
Title: Junior Helpdesk Support
Location: Teterboro, NJ
Duration: 5 months
Description:
Responsible for providing first level support for all end-users. Troubleshoot and resolve hardware, software and voice/data communication systems issues. Escalate calls when appropriate. Write concise, informative tickets. Follow up on all tickets in a timely manner and follow through to resolution. Experience using ticketing systems, writing technical support documentation and computer proficiency with hardware and software technologies are required. The ability to multi-task, prioritize and work under pressure are required. Be willing to work flexible hours when appropriate. Excellent customer service, verbal and written communication skills are a must. 0-2 years prior customer service, call center or helpdesk experience is required.
Additional Job Details:
- Connectivity Helpdesk client Helpdesk analyst will provide support for client Patient Portal and Mobile App.
- Analyst will be responsible to resolve queries of customers through e-mail, phone, and chat within established TAT.
- Manage and take ownership of the resolution process for all customer related issues.
- Recognize problems outside the CHD environment and escalate to the respective Functional Support Groups. When appropriate, engage escalation points, such as CHD Sr. Staff, Management, etc.
- Use appropriate tools to document all pertinent details of support inquiries: HP Service Manager Ticketing System, Outlook, PHI Tracking Tool, etc.
- For inquiries submitted via email – offer to call the customer at their convenience should they have questions that may be better answered over the phone rather than email.
- Maintain up to date knowledge and assimilate quickly to product enhancements and releases.
- Understand and comply with security and support policies and procedures
- Be accountable for meeting and/or exceeding individual and departmental Key Performance goals set by CHD leadership team.
- Accept changes in the organization, including additional job responsibilities when appropriate. Job Qualification
- Degree (AA/BS/BA) in computer related field
- Strong background in Customer Service and Help Desk tools, processes, procedures.
- Effective and exceptional reading and writing English communication skills.
- Excellent customer service skills and great enthusiasm for helping customers.
- Must be able to adhere to schedule changes based on department and/or business needs.
- Willingness to participate in holiday and illness coverage, when necessary.
- On-Call/Pager coverage as needed
- Able to promptly answer & support phone calls, emails, chat.
- Proficient in Internet related applications such as Web Browsers and E-Mail clients.
- Bilingual Spanish/English is a plus but not required.