We're looking for a Help Desk Technician, working in the Financial Services industry in St Louis, Missouri, United States.
Provide Level 1 phone support and chat support
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).
Record requests, incidents, and status information using the firm's ticket handling system. Provide detailed documentation of all customer transactions, troubleshooting, and escalations.
Proactively maintain communications with callers through analysis and resolution processes, particularly in difficult customer situations, by keeping them informed of the status and efforts taken to resolve the issue.
Utilize and contribute knowledge articles to the knowledge base.
Support the implementation and deployment of internal business systems and solutions.
Facilitate the training and support of internal new hires via peer advising.
Ability to work a flexible schedule, including weekend days, to support 24x7 environment.
Mandatory overtime may be required at peak times.
The pay range we're offering is 21 to 22 per hour. This position may present an opportunity to go permanent.
Our client is a publicly traded, financially sound, 40+ year-old company. Providing IT and Technical staffing in the New York tri-state region and across the country. Respected and networked in growing fields like New Media, Publishing, Finance, Investment Banking, Pharmaceuticals, Insurance, and Utilities.
Prestigious Fortune 1000 companies and dynamic Internet eCommerce customers depend on their expertise. 75% have been with them 10+ years. Reliability and relationships mean opportunity for you!
Want exciting projects or excellent opportunities for full-time employment?
Challenging work that utilizes your skills starts here.
Experience Required for Your Success
Minimum experience in Service Desk Support and Customer Service Support.
Ability to demonstrate extensive troubleshooting skills.
Technical experience in many areas related to hardware, Windows 10, web-based and 3rd party applications, network and remote connectivity, and iOS/Android mobile platforms.
Knowledge of MS Office 2013 Product Suite with extensive knowledge supporting Outlook.
Knowledge in the area of wireless capabilities such as PDA devices, hot-spots and aircards.
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.
Ability to build productive relationships with peers.
Strong verbal/written communication, problem solving, and organizational skills to support an environment driven by customer service and team work.
What Do You Think?
Does your experience reflect what it takes to be successful in this role? Do the work and challenges get you excited about what's possible? Apply here.