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InspiriTec, Inc. · 1 week ago

Tier 1 HelpDesk CWIS Call Center

Philadelphia, PA, Philadelphia, PA, US

Full-time

Onsite

New Grad, Entry Level

$17.31/hr - $17.31/hr

InspiriTec, Inc. is a company seeking a Tier 1 Help Desk Agent for their CWIS Call Center. The role involves providing technical support for software, hardware, and network issues while ensuring excellent customer service and adherence to Service Level Agreements (SLAs).

AssociationCommunitiesNon Profit

Responsibilities

Assist users with all modules as well as security-related and password reset issues, where applicable

Troubleshoot, diagnose and resolve application issues by researching problems using available information resources such as closed tickets, FAQ's and alerts

Collaborate effectively with other Service Desk staff members and trainers to resolve unfamiliar issues

Advise users on appropriate action and turnaround times if the information is available, as well as follow up with them accordingly to provide the requested information once received

Log all Service Desk calls, emails, and voicemails into the ticketing tool for tracking purposes

Follow Standard Operating Procedures (SOP)

Identify and escalate situations requiring urgent attention or expert knowledge to appropriate Subject Matter Experts

Route problems, create, track and document resolutions in regards to all ticket request assignments

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

Qualification

Customer serviceAnalytical skillsMicrosoft Office SuiteWindows operating systemsVerbal communicationWritten communicationHDI certificationStress managementProblem-solvingInterpersonal skills

Required

Excellent customer service skills

Strong verbal and written communication skills

Superior interpersonal skills and telephone etiquette

Good analytical and problem-solving skills

Ability to deal with stress associated with fast-paced work environment

Ability to make judgment decisions and adapt to changing work situations

Ability to handle 50+ calls per day with calls being different in level of complexity

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/occasional weekend hours

Associate Degree in Information Technology or equivalent work experience

Preferred

Current HDI certification and or willingness to become HDI certified

Company

InspiriTec, Inc.

InspiriTec provides award-winning Contact Center and IT Help Desk solutions, delivering superior customer service by combining customized technology with affirmative employment of professionals with disabilities, veterans, and disadvantaged individuals.

Founded in 2000