Helpdesk Agent

Job Description

Manage the client service requests via inbound and outbound telephone calls, e-mails, web requests, and walk‑ins. Provide prompt resolution to customer inquiries by providing appropriate and accurate information. Accurately document and update records in required systems. Follow up in a timely manner to ensure customer satisfaction. Understand all programs, systems, and procedures necessary to perform the job effectively. Where applicable, communicate with customers to attempt to bring resolution.

Communicate feedback and progress to management. Maintain diplomacy and tact when dealing with upset or escalated calls. Escalate customer complaints and/or calls through the appropriate channels to management. Provide feedback to management concerning possible problems or areas of improvement. Make recommendations to implement improved processes. Perform other duties as assigned by management.

• Ability to maintain the highest level of confidentiality.
• Proficient personal computer skills, including Microsoft Office.
• Excellent interpersonal, written, and oral communication skills.
• Ability to work in a team‑fostered environment.
• Ability to work in a multi‑tasked environment.
• Ability to prioritize and organize work.
• Ability to adapt to a flexible schedule.

Employee

Regular

We seek to hire individuals with diverse characteristics, backgrounds, and perspectives. We strongly believe that world‑class talent makes no distinctions based on gender, ethnic or national origin, sexual identity and orientation, age, religion, or disability, but enriches itself through these differences.