Help Desk Specialist (2nd or 3rd shift)

2nd or 3rd shift

Summary/objective

The Help Desk Specialist will be part of a team that is able to deal with End Users who have little experience navigating websites and placing orders. The position provides assistance with ordering, troubleshooting and setting up mobile phones for End Users remotely.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
• Provides first contact and ordering assistance to customers placing an order for a Mobile Device.
• Works through issues submitted via calls, emails, and ticket requests.
• Guides the End User through creation of the order and works through ticket to completion
• Documents the steps taken for ticket resolution.
• Other duties as directed.

Supervisory Responsibilities

No formal supervisory responsibilities.

Work environment

Flexible work environment with core business hours.

Physical demands
• Prolonged periods sitting at a desk and working on a computer.

Travel required

No Travel required.

Requirements

Required education and experience

Proficient with MS Office products (Excel, Office and Word)

Attention to detail

Task and schedule driven.

Ability to work in a team

Communicate with technical and non-technical audiences.

Experience with iOS and Android cellular devices and support of iOS and Android device.

Ability to multi-task and switch between different communication channels quickly and efficiently.

Previous help desk/customer service experience.

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