JO-1811-411CMIPS II Help Desk Representative SMF003 Job at Iron Systems
Date Posted:
11/15/2018
Job Function:
Incident Management
Location:
Roseville CA - USA
Offered Salary:
Competitive
Job Title:
CMIPS II Help Desk Representative SMF-003
Job Type:
Contract
Location:
Roseville, CA
Salary:
Competitive Salary
Position Overview:
Is a direct contact point for customers and onsite field personnel. Accuracy in entitling customers and routing to the correct team for service or dispatch is critical to meeting service level agreements. May be the only contact a customer has within HP and acts as a customer service ambassador and ensures a positive customer experience.
Responsibilities:
- Working from a standard protocol and utilizing documented processes to respond to customer issues. Some judgment may be used to supplement the outlined process.
- Successfully resolve simple to moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems. Respond to service, product, and customer-relations questions on timesheet status. Begin to proactively assist customers to avoid or reduce problem occurrence.
- Work is often reviewed by Supervisor or Team Lead.
Qualifications and Requirements:
- Analytical skills
- Articulate in excellent written and verbal communication skills.
- Experience in customer facing role either remote or face to face.
- Computer proficiency with applicable software applications (for example Microsoft Office, Adobe Suite).
- Demonstrated problem solving skills.
- Accuracy in data entry.
- Excellent fluency in language to be supported ENGLISH/SPANISH.
- Experience in a phone based remote role, support, e-chat, or similar.
- Familiarity with computer technology.
- Knowledgeable in call routing and case management processes as well as case logging systems
- High school education or Equivalent. To adequately perform the duties of the job individuals must possess a minimum of 6 months to 1 year general experience, or equivalent college level education.
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