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Help Desk Representative in Memphis, TN at Revolution Technologies

Date Posted: 1/7/2019

Job Snapshot

Job Description

**There is potential for this position to convert to full-time depending on the worker's attendance and performance.**

**Available to work non-standard shifts including nights, weekends and some holidays**

Job Summary:

With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment.

Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users.

This position is 100% on the phones.

Job Duties:

  • Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area.
  • Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership.
  • Utilizes knowledge management tools to help resolve client issues.
  • Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.
  • Assists customers in performing basic software installations.
  • Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems.
  • Escalates trends and outages as needed to leadership and for Service News postings.
  • Manages time in customer contact center setting and documents time via activity codes.
  • Utilizes required activity codes to provide awareness of non-phone related activities.

Job Requirements

Must Have Skills:

  • At least 2 years of recent help desk troubleshooting experience
  • Basic technical knowledge of the following:
  • Installing, troubleshooting and maintaining computer hardware and software
  • Basic technical knowledge of the following:
  • operating systems (OS), mobile devices, networking, business applications and security products
  • Very strong written and oral communication skills
  • Strong analytical and problem solving skills
  • Maintaining a professional demeanor at all times as they will be handling calls from various levels employees

Nice to Have but Not Required:

  • Experience with financial services applications

Education: Minimum of a High School Diploma or equivalent, Associates/Bachelor's degree is preferred