Helpdesk Analyst - Software Support Houston, TX
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POST DATE 9/12/2016
END DATE 11/9/2016
JOB DESCRIPTIONspan B Helpdesk Analyst - Software Support Houston, TX /B br B /B br Awesome services based company and team are looking for an excellent candidate to provide first line support to the end users of the company's proprietary application. Ideal candidate will have prior call center experience supporting software and troubleshooting client issues. br br B Responsibilities /B br ul
li 100% Customer Support Representative; provides phone-based support a minimum of 90% of the time. /li li Provides initial contact & problem resolution support for all related hardware and application issues that have been received by the Help Desk. /li li Researches and troubleshoots all calls; escalate calls that cannot be resolved at point of contact to the designated Help Desk Rep II. Tracks problem/issue through to resolution. /li li Logs 100% of all calls received into company’s call tracking application and maintains records of all caller interactions; achieves high level first call resolution. /li li Uses customer service skills to identify the root of the problem being reported. Demonstrates the skill and ability to effectively provide quality support in a high volume environment. /li li Shares critical information with peers to aid in the development of other team member’s skills. /li li Utilizes the available training materials to educate callers. Broadens knowledge of software application, including new enhancements and features, in order to perform duties efficiently. /li li Maintains the highest level of professionalism with all callers; diffuses calls from irate customers. /li /ul
br B Requirements: /B br ul
li Prior call center of heavy phone volume experience a must! /li li Strong technical troubleshooting, communication, and customer service skills. /li li Ability to work flexible hours and strong team player. /li /ul
br B Interested candidates should submit their resume and/or contact Michelle Land @ Modis. /B br br /span