Junior Help Desk

Payrate: up to 22/hr. W-2,

Benefits: Health, Dental & Vision Insurance is available. Health savings account, Flexible spending accounts, Life insurance and Retirement plan are also available.

Job Description
We are seeking a Junior Help Desk - Application Support Rep to support our client in Houston TX. This is a "hybrid" Monday - Friday (7am-4pm or 9am-6pm etc.) role. Working a Hybrid schedule (50% office and 50% working from home.

You will provide initial point of contact and 1st level support to end users in the support of proprietary industry applications. Communicates with users via incoming phone calls, e-mails, and chat mediums to appropriate resolves issues or escalate them. Logs inquiries, records issues, resolutions, and escalations in customer service ticketing system.

• Apply professional customer services skills, listens to users' application issues and diffuses irate users.

• Asks probing questions to understand actions and ascertain root issue.

• Provide 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.

• Initiate issue tracking in customer service application. Records issues, resolutions, or escalations. Responsible for monitoring issues through resolution, including escalations

• Manage own call queue and adheres to the ready/no-ready time. Adjust priorities when call volume or hold time exceeds standard.
Expectations

• Learn 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.

• Exhibit accountability for behaviors. Ensures compliance with local, state, and federal regulations.

• Take 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 broaden application and hardware knowledge in order to perform duties efficiently. Attends training on application enhancements and features.
Education

• High School Diploma or GED (minimum)

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, identifying problems, comprehending ideas, learning quickly, learning 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 Environment

• Comply with Corporate dress code policy

• Punctuality - arrive to work on time

• Adherence to breaks and lunches schedule

• Continuous periods of time sitting, frequently up 6 hours

• Climb stairs to access buildings

Work Hours

• Monday - Friday 7am-4pm or 9am-6pm etc. Working a Hybrid schedule (50% office and 50% working from home

• Some work beyond "standard" hours, as the need arises, may be required. Including weekend and holidays

• No routine travel

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.