Help Desk Specialist

Net2Source Inc.; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

A leading company is seeking a Technical Recruiter specializing in Technology Recruitment. This role involves providing Tier-1 support and troubleshooting for users, along with handling student service inquiries. Candidates will be trained in a designated ticketing system and must be able to build customer rapport. The position is remote, with a contract duration of 6 months and potential for extension.

Qualifications

• Ability to build rapport and evaluate customer needs.
• Proficient in Microsoft Operating Systems and applications.
• Previous help desk experience beneficial.

Responsibilities

• Handle Tier-1 support and troubleshooting.
• Evaluate and prioritize incoming requests for assistance.
• Log and track customer interactions using ticketing system.

Skills

Customer Rapport

Evaluate Customer Needs

Quality and Performance Metrics

Microsoft Operating Systems

Help Desk Experience

Education

Comp TIA Certification

Job description

This range is provided by Net2Source Inc.. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$15.00/hr - $15.00/hr

Direct message the job poster from Net2Source Inc.

Technical Recruiter specializing in Technology Recruitment and Screening Resumes

Location: Remote, EST, CST, MST

Duration: 6 Months contract possible Extension

Description:

Technically competent candidates will be trained to understand and use the designated ticketing system, handle basic Tier-1 support and troubleshooting, such as password resets, printer configurations, break/fix instructions as well as student service support (inquires related to registration, admissions, payments…)

Position Duties Include:

• Answers, evaluates, and prioritizes incoming telephone, e-mail, and chat requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies, as well as Learning Management Software (LMS).

o Relying on resources as trained (knowledge base, websites, support channels).

• Answers, evaluates, and prioritizes incoming student service telephone inquiries and user requests:

o Admissions: Support includes application, placement test, withdrawal inquiries.

o Financial Aid: FAFSA (Free Application for Federal Student Aid), eligibility, disbursement, refund, loan/scholarship inquires.

• Handles problem recognition, research, isolation, resolution, and follow-up for routine user problems, referring more complex problems to Tier 2, Tier 3, supervisor, or other technical staff.

• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.

o Following call flow as trained (designed to assist in asking all required and basic probing questions).

• Logs and tracks all customer interactions using problem management software (ticketing system) and maintains thorough history records and related problem documentation.

• Prepares standard statistical reports, such as help desk incident reports.

• Adherence to schedules (published in the Workforce Management application).

o Reviewing often as schedules change with business needs.

Position Requirements Include:

• Ability to Build and Foster Customer Rapport

• Ability to Evaluate Customer Needs and Determine the Appropriate Options/Procedures

• Understands Quality and Performance Metrics and Resulting Impact to the Customer

• Proficient in Microsoft Operating Systems and Applications, Hardware/Software Support

• Previous Help Desk/Call Center Experience Beneficial

• Experience at Institutions of Higher Education Beneficial

• Learning Management System Experience Beneficial

• Comp TIA Certification/s Beneficial

Position Open to Candidates Residing in U.S. Only:

• Pacific Time Zone (California excluded).

Training Schedules:

o Full attendance mandatory.

• June 19th will be a regular scheduled training day.

• July 4th no training due to the Independence Day holiday.

Production Schedules:

• 24X7/365 Contact Center, weekend/holiday schedule expectations.

• Five 8-hour shifts (not including lunch break).

• Mandatory scheduled work-days will range between Saturday - Friday.

• Schedules may vary from day to day based on business needs.

• Consecutive days off cannot be guaranteed.

• Schedules may be subject to change after being published, depending on operational needs.

• 40-hour work week by default; there will be flexibility to reduce production hours if the agent requires less.

• Some overtime will be scheduled during our Peak Periods.

o Follows all state regulations regarding length of lunch periods, adjusting schedules accordingly.

• Upskilling to support additional customers will continue directly following training graduation, no exceptions.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology, Customer Service, and Other

• Industries

  IT System Custom Software Development, IT Services and IT Consulting, and Software Development

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