• Provide exceptional and professional customer service to our clients
• Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate ticketing tool
• Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
• Escalate issues, situations, or problems requiring urgent attention to Level II
• Analysts, Team Leads or Service Desk Managers
• As process describes, route tickets that cannot be resolved at the desk to appropriate assignment or resolver groups
• Collaborate effectively with other service desk team members to resolve and document unfamiliar issues.
• Participate in ongoing training for service desk operations
• Work on projects or tasks assigned by supervisors



QUALIFICATIONS:

• Associates degree in Information Technology or 2 years equivalent experience in a technology related field
• Prior experience in a customer service role
• Excellent customer service skills
• Strong verbal and written communication skills
• Superior interpersonal skills and telephone etiquette
• Analytical and problem solving skills
• Ability to deal with the stress of a fast paced work environment
• Ability to adapt and adjust to changing work situations, processes, and procedures
• Ability to handle up to 50 client calls a day on a variety of topics and complexity levels
• Proficient in all Microsoft's currently supported Operating Systems
• Proficient in messaging systems such as Microsoft Outlook and Lotus Notes
• Willingness to work flexible hours with occasional evening and weekend hours