Junior Help Desk Operator - El Paso TX

Position Title:

Help Desk Operator
- Intermediate Location

El Paso TX

Salary: $17.50 per hour

• Health Insurance—medical, dental, vision & pharmacy benefits (employer contribution included)
• Company sponsored Life Insurance
• 401K Retirement plan
• Vacation Leave and Sick Leave
• Employee Assistance Program
• Paid Training
• Paid Holidays

The Intermediate Help Desk Operator delivers front-line customer support by handling inbound and outbound calls, emails, and inquiries from DEA registrants and clients. This role focuses on resolving routine issues quickly and accurately while escalating complex matters to senior operators. Strong multitasking, attention to detail, and a commitment to meeting service performance standards are essential.

• Answer calls (inbound/outbound) and emails in addition to other source items.
• Provide world-class customer service and assist clients with problems or issues.
• Handle large orders and tasks at one time by multitasking.
• Provide support to both clients, DEA registrants and contractors.
• Be accurate and efficient with all documentation and delivery of services.
• Provide customer support services to the DEA registrant community.
• Respond to customer issues utilizing problem recognition, research, isolation, resolution, and follow-up steps to resolve the issue.
• Provide first-tier support to end users for call support and resolve less complex problems immediately; more complex problems shall be referred to senior level Help Desk Operators.
• Possess specialized experience (acquisition, finance, material, supply chain, personnel, data and other management areas). Analyze customers' needs to determine functional requirements. Perform functional responsibilities in an independent manner.
• Meet or exceed all project requirements and metric performance requirements such as Quality Assurance, Average Handle Time, Adherence and Attendance.
• Accept critical feedback and implement changes quickly.
• Adapt to change.

• High School Diploma or High School Equivalency required.
• Minimum of six (6) years of experience, including two (2) years as a customer support services operator/analyst.
• Bachelor's Degree preferred (equivalency accepted: one year of education equals one year of experience, and vice versa).
• Multilingual speaker is a plus.
• Certifications:
  
  None required.

You may receive requests for background checks, credit checks and/or drug screening regarding this employment opportunity. Respond to all requests quickly as we anticipate filling our vacancies quickly and non-responses may result in disqualification for this opportunity. Please be aware that our organization and our client adhere to stringent security regulations, necessitating a thorough background screening process for all potential hires.

This screening may result in a delay of at least 60 days prior to onboarding. We appreciate your understanding and cooperation as we prioritize safety and confidentiality.

If you require alternative methods of application or screening, you must approach the employer directly to request this. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned.

Capitol Bridge, Inc. is an Equal Opportunity Employer. All employment decisions at Capitol Bridge are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

We communicate with applicants by text in addition to email and phone. If you apply for this position, we may text you about this position, your application for the position or other things relevant to this job position. If we text you and you no longer want us to text you, you can opt out at that time.