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Qualfon · 1 day ago

Remote Helpdesk Support

United States

Full-time

Remote

Entry Level

$20/hr - $20/hr

1+ years exp

Qualfon is focused on delivering engaging interactions and positive experiences. The Helpdesk Support role involves handling incoming calls and chats, resolving service/network issues, and assisting with service order processing.

Business DevelopmentOutsourcing

Responsibilities

Handling incoming calls and chats in a professional, efficient manner, focusing on one contact resolution

Partner with Field Operations, Network Services Engineering and Construction, and other Operations teams to resolve complex or multifaceted service/network issues via collaboration by email or phone

Work in various computer systems to assist service order processing

Interact with support teams aimed at working toward problem resolution

Act as subject matter expert on any issues involving facilities and their proper registration within databases

Broad knowledge of computer software systems, utilizing multiple window screens, email and web based applications

Ability to efficiently work on multiple tasks simultaneously, while maintaining acute attention to customer care and detail

Qualification

SalesforceHelp Desk SupportMulti-taskingCommunication SkillsTechnical DocumentationProblem Solving

Required

Must live in the State of Texas

Handling incoming calls and chats in a professional, efficient manner, focusing on one contact resolution

Partner with Field Operations, Network Services Engineering and Construction, and other Operations teams to resolve complex or multifaceted service/network issues via collaboration by email or phone

Work in various computer systems to assist service order processing

Interact with support teams aimed at working toward problem resolution

Act as subject matter expert on any issues involving facilities and their proper registration within databases

Broad knowledge of computer software systems, utilizing multiple window screens, email and web based applications

At least 6 months experience working in systems such as: Salesforce, LFACS, NCON, SWITCH (database), Service delivery, LMOS, TAG, WEBSOP/various SOPs, EMS, CMS, WFA/DO, workflow Director and WFMT/WMS (work flow management tool)

Strong communication skills such as probing, asking detailed questions to understand and problem solve to reach resolution

High-speed Internet via wired Ethernet connection, no Wi-Fi, Satellite or Hot spot

Upload speed of 25 Mbps; Download speed of 50 Mbps

Internet provider must be highly stable with 1% or less packet loss

Must have available cell phone or tablet with minimum system requirements of Android 8.0 and later or iOS14 or later and must install the Microsoft Authenticator (MFA) Application required by Qualfon IT

Minimum 1 year experience in an IT/Help Desk Support environment

Must be able to successfully pass client specific assessment during training

Must be able to type at least 25wpm/90% accuracy

At least 18 years of age or older

High School Diploma or GED

Ability to efficiently work on multiple tasks simultaneously, while maintaining acute attention to customer care and detail

Outstanding written and verbal communication and research skills, ability to read and interpret instructional and technical documentation