IT Call center Helpdesk

Job role : IT Call center Helpdesk

Location : Remote

Candidates must be willing to work any days/hours the business requires (M-F 7am-11pm). Must type a min of 65+ wpm with a 90% accuracy. No exceptions. Please make sure candidates are screened appropriately by passing a test. We get too many people whom blatantly lie on this skill. PLEASE LIST wpm test score at the top of the resume. If it's not listed, the candidate will be rejected. Must show longevity in previous employment history - no job hopping. If a candidates does not show longevity in their previous employment history, they will not be considered. Call Center experience in software support, not to be confused with engineers. Engineers will bore in this line of work and post out. They must provide software support, not hardware support and they must be in a call center role not an engineering role. Candidates must be seeking long term employment opportunities. This is a contract to hire position and we are seeking long term/perm candidates. Candidates must have high speed internet and a quiet room uninterrupted and private. Candidates must be able to tolerate learning curves in a complex learning environment. Candidates must have perfect attendance during first 60 days of employment, no schedule trades or time off during training or nesting. Skill Set Requirements:
Ability to work successfully with customers to provide problem resolution
Strong telephone etiquette
Strong critical thinking ability
Strong verbal and written communication
Collaborator and ability to work within a team setting
Ability to document problem resolution and other materials
Ability to multi-task and prioritize effectively and independently
Proficiency in MS Office Applications Specific Duties:
1. Listen to callers concerns; taking ownership of each callers request and managing their expectations to ensure timely resolution
2. Walk caller through troubleshooting steps via phone/email to reach resolution and eliminate root cause issues
3. Document required information through our client ticket management application known as ServiceNow, while being in compliant to HIPAA and other federally regulated laws.
4. Manage group by service as a team mentor to peers with troubleshooting inquires.
5. Handle customer complaints and offer elevated technical support expertise.

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