Application Service Help DeskHelp Desk Rep- Houston- Bilingual EnglishSpanish
Application Service Help DeskHelp Desk Rep- Houston- Bilingual EnglishSpanish
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Job Description
Job Details Summary:
Job Description:
GENERAL ACCOUNTABILITIES
Works as a team member of the Application Service Desk/Help Desk to provide front line end user support. Utilizes strong customer service and technical abilities to resolve customer inquiries and problems via incoming phone calls emails HEAT selfservice and chat mediums of communication. Ensures all calls received by the APPLICATION Service Desk/Help Desk are properly handled and escalates issues as needed to the appropriate APPLICATION Service Desk/Help Desk 2 Team. May address assigned responsibilities outside of phone support as required to meet the overall objectives of the APPLICATION Service Desk/Help Desk.
SPECIFIC RESPONSIBILITIES
100 APPLICATION Customer Support
- Acts as a Service Desk/Help Desk representative for the APPLICATION Operations Support department and provides phonebased application support a minimum of 95 of the time.
- Researches and troubleshoots all calls; follows the APPLICATION Escalation process to escalate calls that cannot be resolved at point of contact to the designated APPLICATION Service Desk/Help Desk 2 Team.
- Tracks problem/issue through to resolution by opening a ticket for each caller.
- Logs 100 of all calls received into call tracking application and maintains records of all caller interactions; achieves 80 first call resolution or higher.
- Uses customer service skills to identify the root of the problem being reported. Demonstrates the skill and ability to effectively provide quality support in a high volume environment.
- Shares critical information with peers to aid in the development of other team members skills.
- Utilizes the available training materials to educate callers. Broadens knowledge of APPLICATION including new enhancements and features in order to perform duties efficiently.
- Maintains the highest level of professionalism with all callers; diffuses calls from irate customers.
This position is not a Password Reset Desktop Support Hardware Support or Network/LAN support position.
Core / Critical Competencies
Promote Innovation
- Comes up with new ways to look at problems and processes in their work
Achieve Results
- Works productively with minimal supervision; achieves work objectives in a timely manner
- Works to resolve routine problems promptly and effectively
Display Adaptability
- Is open to new and different ways to accomplish work
- Responds positively and productively to new initiatives or changes in priorities
Communicate Effectively
- Conveys facts and information clearly in written and spoken communications
- Shares viewpoints and information openly and listens attentively to others ideas and suggestions
- Communicates in a timely and effective manner with manager
Collaborate with Others
- Proactively contributes to group objectives; volunteers to help others as needed
- Welcomes ideas and input from others
Build Productive Relationships (Internal / External)
- Relates to others in open and helpful manner; consistently treat others with respect
- Maintains composure in challenging situations
EDUCATION/EXPERIENCE/MINIMUM Requirements
Education:
- Two 2 year degree or technical program.
Experience:
- Two 2 years experience in technical and operational support for customers in the use of computer hardware and applications via telephone.
Knowledge Skills & Abilities:
- Strong customer service skills required; able to problemsolve and diagnose complex tasks.
- Working knowledge of Microsoft Windows operating systems.
- Working Knowledge of Microsoft products (Word Excel and PowerPoint).
- Funeral industry experience desirable.
- Excellent verbal and written communication skills.
- Demonstrated technical aptitude.
- Must be detail oriented.
- Excellent interpersonal skills and comfortable working with people at all levels of the organization.
- Well organized with the ability to handle multiple tasks simultaneously.
- Must be able to learn new hardware and application technology quickly.
- Must be able to work independently with minimum direct supervision.
- Must be able to work within the defined procedures and within the schedule provided
- Good coaching and leadership skills.
Work Conditions
Work Environment
- Work indoors during all seasons and weather conditions
- Professional Dress is required.
Work Postures
- Sitting continuously for many hours per day up to 6 hours per day
- Climbing stairs to access buildings frequently
Physical Demands
- Physical effort requiring manual dexterity is required includes paperwork calculators computers and phone usage
Work Hours
- Working beyondstandardhours as the need arises including shift work and weekends on a rotated basis
Employment Type
Hourly
