Tier 1 HelpDesk CWIS Call Center (in-person)

InspiriTec, Inc.; Philadelphia (Philadelphia County); Vor Ort; USD 30.000 - 45.000; Vollzeit

Zusammenfassung

InspiriTec, Inc. is seeking a Tier 1 Help Desk Agent to provide IT support in a call center environment. This full-time position in Philadelphia involves resolving technical issues related to software, hardware, and network inquiries.

The ideal candidate will demonstrate excellent customer service skills, strong communication abilities, and the capacity to handle a high volume of calls daily. An Associate degree in Information Technology or relevant experience is preferred. Flexible working hours may apply.

Qualifikationen

• Excellent customer service skills.
• Strong verbal and written communication skills.
• Ability to handle 50+ calls per day.
• Proficient in Microsoft Office Suite.

Aufgaben

• Assist users with all modules and password resets.
• Troubleshoot and resolve application issues.
• Log all Service Desk communications into the ticketing tool.
• Collaborate with Service Desk staff to resolve issues.

Kenntnisse

Customer service skills

Verbal communication

Problem-solving skills

Microsoft Office Suite

Telephone etiquette

Ausbildung

Associate degree in Information Technology or equivalent experience

Jobbeschreibung

Tier 1 HelpDesk CWIS Call Center (in-person)

Full Time Philadelphia, PA, U.S.

Under general supervision, the Tier 1 Help Desk Agent will provide technical software, hardware, and network problem resolution in a call center environment. Other responsibilities may include password resets, e‑mail requests, fax, web requests, and direct requests for Service Desk support. The candidate will document, research, identify, and attempt to solve technical problems on the initial call or triage where appropriate, track support activity, and communicate solutions professionally.

Responsibilities

• Assist users with all modules, security‑related issues, and password resets.
• Troubleshoot, diagnose, and resolve application issues by researching problems using available resources such as closed tickets, FAQs, and alerts.
• Collaborate effectively with other Service Desk staff members and trainers to resolve unfamiliar issues.
• Advise users on appropriate actions, turnaround times, and follow up to provide requested information.
• Log all Service Desk calls, emails, and voicemails into the ticketing tool for tracking purposes.
• Follow Standard Operating Procedures (SOP).
• Identify and elevate situations requiring urgent attention or expert knowledge to appropriate subject matter experts.
• Route problems, create, track, and document resolutions for all ticket requests.
• Stay current with system information, changes, and updates by attending Service Desk meetings.
• Respond to incoming requests for assistance via calls, emails, or voicemails.
• Work on supervisor‑assigned projects when requested.

Qualifications

• Excellent customer service skills.
• Strong verbal and written communication skills.
• Superior interpersonal skills and telephone etiquette.
• Good analytical and problem‑solving skills.
• Ability to handle stress associated with a fast‑paced work environment.
• Ability to make judgment decisions and adapt to changing work situations.
• Ability to handle 50+ calls per day.
• Ability to work independently, as part of a team, with customers, peers, and management.
• Proficient in Microsoft Office Suite and various Windows operating systems.
• Previous experience supporting general applications, security and web apps.
• Willingness to work flexible hours and occasional weekend hours.
• Associate degree in Information Technology or equivalent work experience.
• Current HDI certification or willingness to become HDI certified (preferred).

Physical and Mental Demands

Employees will be regularly required to sit, talk, hear, and use hands to operate standard office equipment. Specific vision abilities required by this job include close vision and the ability to adjust focus. While performing the duties of this class, employees are regularly required to effectively use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; use math and mathematical reasoning; learn and apply new skills and information; perform highly detailed work on multiple concurrent tasks; and interact with colleagues, clients, and vendors. Employees must maintain composure in a fast‑paced, high‑quality environment where personal and team accountabilities are the defining factors.