Help Desk Technician - (US-PA-Wilkes Barre - 18773)

Minimum Education: None
Job Type: Full Time
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Responsibilities : Promptly notify management of any potentially dissatisfied customers· Follow all documented escalation procedures, including hand off times, for issues requiring 3rd party interventionOpen Calls· Follow all documented procedures to handle open calls, including monitoring open call queues, placing follow up phone calls, etc.Knowledge· Proactively seek and possess business acumen for all clients supported· Maintain technical proficiency in all applications utilized by clients supported· Participate in all company organized training events· Contribute current technical information and best practices concerning proprietary applications to the C3i Reference Library or other knowledge distribution channel· Organize and utilize all support resources provided including emails, documentation, contact lists, etc.Other tasks· Perform customer support related tasks and special projects as assigned by management· Liaise as necessary interdepartmentally to seek resolutions to all issues reported· Participate in client events, as appropriate (resource on site, client training, etc.).

Requirements :Excellent verbal and written communication skills· Customer Service Skills· Microsoft Office Suite, Windows Operating Systems, Lotus Notes, and Internet applications· Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenarioEducation· BA or Vocational school degree preferred or equivalent work experience· Microsoft Certified Professional certification a plusExperience· of 6-12 months of previous call center, computer support, or customer service experience preferredWorking RelationshipsMaintain inter-department relationships to resolve client issues.

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