Job Description Job Description
Application Help Desk Rep I Provides initial point of contact to end users support of proprietary industry applications. Applies professional customer service and technical skills to resolve user inquiries. Communicates with users via incoming phone calls, e-mails, and chat mediums to appropriate resolves issues or escalates. Logs inquiries, records issues, resolutions, and escalations in customer service ticketing system.
JOB RESPONSIBILITIES - Applying professional customer services skills, listens to users' application issues and diffuses irate users. Asks probing questions to understand actions and ascertain root issue. Provides user with accurate information and corrective action, which may involve detailed step-by-step instructions, screen sharing, referencing training materials to educate callers, and emailing job aids to user. Achieve SLA metrics.
- Initiates issue tracking in customer service application. Records issues, resolutions, or escalations. Responsible for monitoring issues through resolution, including escalations
- Manages own call queue and adheres to the ready/no-ready time. Adjust priorities when call volume or hold time exceeds standard.
Expectations - Learning to apply knowledge and skills to the business environment. Works under guidance with work samples reviewed for accuracy, quality, and coaching. Completes routine work following established procedures and complying with regulations and policies; escalates non-routine issues for assistance. Exhibits accountability for behaviors. Ensures compliance with local, state, and federal regulations.
- Takes the initiative to discuss assignments, expectations, priorities and deadlines as well as seek guidance and coaching from manager. Adjusts effectively to work within new work structures, processes, requirements or cultures.
- Continually broadens application and hardware knowledge in order to perform duties efficiently. Attends training on application enhancements and features.
- This document is not intended to be an all-inclusive list of the essential functions or duties related to this job
MINIMUM Requirements Education - High School Diploma or GED
Experience - At least two (2) years' technical end user support experience resolving Business applications and system issues over the telephone.
Knowledge, Skills and Abilities - Ability to quickly learn new applications and hardware
- Technical aptitude
- Working knowledge of Microsoft Windows operating systems; Proficient MS Office Suite skills
- Professional written, verbal, listening, and customer service communication skills
- Ability to build professional and trusting business relations over the telephone and with colleagues
- Cognitive ability including reasoning, planning, identify problems, comprehend ideas, learn quickly, learn from experience, and appropriately apply learning to new situations.
- Process and results oriented, motivated to keep projects moving ahead by identifying obstacles to management
- Must have a positive attitude, a drive to continually advance your understanding of the industry and business, and is highly self-motivated
Work CONDITIONS Work Environment
- Comply with Corporate dress code policy
- Punctuality, arrive to work on time
- Adherence to breaks and lunches schedule
Work Postures
- Continuous periods of time sitting, frequently up 6 hours
- Climbs stairs to access buildings
Physical Demands
- Physical effort requiring manual dexterity is required, includes paperwork, calculators, computers and phone usage
Work Hours
- Weekend and holiday work required, working beyond "standard" hours as the need arises
- No routine travel
Position Benefits Get the chance to work directly with a leading provider of funeral, cremation, and cemetery services with a strong reputation in the industry. Take advantage of the opportunity for career growth and advancement within the company once you join. Working for an organization that has a diverse range of roles and locations allows employees to explore different areas of the funeral and cemetery industry and develop their skills and expertise. Along with comprehensive benefits, training and development, collaborative work environment, employee recognition, community involvement and most importantly, meaningful work - being a part of this industry can provide a sense of purpose and the opportunity to make a positive impact on the lives of grieving families. Helping families through difficult times and providing compassionate support can be deeply fulfilling for individuals like yourself.
Working Environment: ONSITE ONLY
Employment type: Contract
Compensation: $20-21 HR
About us Adroit Partners is a leader in identifying and placing quality talent with top employers. Becoming a part of our team means you will gain access to an array of opportunities with our network of clients. We help in refining your resume and social media presence to better highlight your talents and can introduce you to industries you may not have considered. We are here to help you every step of the way from the application process through accepting the job offer, ensuring your career goals are met.
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Company Description
Recognized as one of the industries fastest growing staffing firms.
Company Description Recognized as one of the industries fastest growing staffing firms.