Desktop Support Specialist

Looking for Jr level Desktop Support Engineer that is looking to grow with an organization.

Someone that will provides exceptional customer service in response to member inquiries through various sources.

Receives, evaluates, and responds to member inquiries. Handles requests for assistance, complaints, product returns, and special requests via phone, forms and correspondence, e-mail, chat, service tickets, social media, etc. per the established protocols. Gains an understanding of the inquiry and/or service need, responds and resolves, or escalates for solution within the specified protocols established for the Member Care Contact Center. Responsible for following inquiries and requests to resolution.

Fulfills orders and resolves issues to achieve member satisfaction.

Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job.

Processes member inquiries to resolution and fulfills orders and related transactions in a consistent and high quality, member focused manner.

Prepares reports, logs, and is responsible for participating and incorporating the solutions to member inquiries into the knowledge management system of the Member Care Contact Center.

Performs other job-related duties as assigned.

Knowledge of:
Best practices and methods for providing exemplary customer service; relevant CRM software, systems, and applications; MS Office Suite; conflict resolution.

Education Level: High School Diploma or GED equivalency.

Experience:

Minimum of 2 years of experience in a customer service role.

Certification/License:
None.

Preferences:
Associate’s Degree in Business Administration or a related field from an accredited college or university preferred.