Job Description

Job Description

Position – Help Desk Associate

Location – Columbus, OH,

Rate - $21/Hour on w2

Duration – 6Months Contract

Responsibilities:

• Customer Service Excellence: Demonstrate strong customer service skills to provide phone support, including:
• Listening attentively to the customer to gain an accurate understanding of their situation.
• Showing empathy towards the customer's situation and responding with a sense of urgency to resolve their issue.
• Producing accurate and detailed documentation at the client, problem, and incident levels.
• Effectively resolving conflicts and ensuring customer satisfaction.
• Technical Support: Provide high-quality technical support to end-users related to enterprise software and hardware.
• Incident Management: Assess, triage, research, train, educate, and resolve incidents and requests related to application software products and infrastructure components in a fast-paced 24/7/365 environment.
• After-Hours Support: Provide after-hours and weekend support as needed, working under general oversight.
• Attention to Detail: Maintain a keen attention to detail, ensuring thorough follow-through and a focus on teamwork and a positive attitude.
• Technology Proficiency: Possess a solid understanding of technology and apply that knowledge to support all existing systems.
• Client Support: Support all aspects of client support and immediate computing needs, maintaining professionalism and composure in phone, online chat, or in-person interactions.
• Positive Customer Experience: Create a positive customer support experience, build rapport and trust with end-users, and promptly resolve or escalate issues while providing a sense of urgency and business impact evaluation.
• Professional Communication: Identify and work with internal end-users, providing guidance, support, and exemplary communication and customer service principles even in challenging situations.
• Problem Resolution: Investigate, diagnose, resolve, and recover from hardware and software problems. Install, modify, clean up, run diagnostic programs, and repair computer hardware and peripherals.

Qualifications:

• Excellent customer service skills are a must.
• Exceptional communication skills, both written and verbal.
• Two to five years of proven, qualified work experience in a comparable complex, high-tech, and fast-paced work environment.
• Preferred work experience in a technical support role but not required.
• High school diploma or GED with relevant work experience.
• Ability to diagnose problems in a complex environment and provide effective solutions quickly.
• Self-motivated and capable of working independently in a high-pressure environment.
• Willingness to work variable shifts, including evenings, weekends, and public holidays.