Junior Help Desk Operator - Columbia SC;

Position Title

Help Desk Operator
- Intermediate

Columbia SC

Salary: 17.50 p/h

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 inbound/outbound calls and emails.
• Provide world-class customer service and assist clients with problems or issues.
• Handle large orders/tasks at one time by multitasking.
• Support both clients, DEA registrants and contractors.
• Maintain accurate and efficient documentation and delivery of services.
• Respond to customer issues using 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 which may include, but is not limited to: 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 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.

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.