Help Desk Phone Analyst | Richmond. VA | Hybrid onsite

Description

Job Title:

Help Desk Phone Analyst

Location:

Richmond, VA - 4 days onsite and 1 day remote

Hourly pay:
Up to $34

Shift timing: 10:00 AM - 7:00 PM

Duration: 12-month contract with the possibility of converting to permanent

Due to client requirements this role is only open to USC or GC candidates

• Troubleshoot, Analyze, and Resolve related issues using available resources and tools.
• Report any new issues immediately to next level support and Management.
• Speak with end-users to resolve their issues quickly and determine a root cause.
• Support roll‑out of new applications.
• Completes call logs in Salesforce on each call and works bulk requests in between calls.
• Educate each Teammate on each issue to ensure the end-users have an understanding on how to fix the issues on their end to save a 2nd call for the same issue.
• Warm transfer callers to appropriate departments if the call comes in and OSS does not support the application.
• Adheres all Risk Management Guidelines and stays up to date with Compliance Regulated courses as assigned by Compliance.
• Stays up to date on Daily Communications provided by Management or Communications.
• Adheres to OSS Scorecard Goal expectations to meet/exceed goals as outlined.

The Help Desk Phone Analyst provides support in the form of troubleshooting and triaging activities for standard problems encountered by end-users to determine a Resolution and often provides educational training on various systems supported by Originations Servicing Support (OSS).

Each Phone Analyst Adheres to Compliance regulations and adheres to the company policies and procedures related to the scenario.

If the Phone Analyst is unable to resolve the related issue the call will get escalated to a more experienced OSS teammate to further triage and resolve the issue and/or work closer with Level 2 Production Support for a resolution.

• High school diploma or equivalent.
• 1-3 years Help Desk environment.
• Excellent listening, verbal, and written communication skills.
• Ability to handle a busy stressful environment and always maintain professionalism.

Experience Matters. Let your experience be driven by our experience. For more than 40 years, Matlen Silver has delivered solutions for complex talent and technology needs to Fortune 500 companies and industry leaders. Led by hard work, honesty, and a trusted team of experts, we can say that Matlen Silver technology has created a solutions experience and legacy of success that is the difference in the way the world works.

Matlen Silver is an Equal Opportunity Employer and considers all applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, veteran status, the presence of a non-job-related medical condition or disability, or any other legally protected status.

• Health, vision, and dental insurance (single and family coverage)
• 401(k) plan (employee contributions only)