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Technical Help Desk Support

Company: DISYS - Digital Intelligence Systems, LLC
Location: Irving
Posted on: February 24, 2021

Job Description:

Technical Help Desk SupportContract to hire opportunity. 100% remote until later this year or early next year.Responsible for second level support for all standard software and hardware, ordering, handheld devices, and enabling and activating CSOS Certificates.This position provides effective diagnostic evaluation of end-user Pharma Customer needs and in all cases, uses good judgment and timeliness in responding to and resolving each issue or complaint to the customers' satisfaction. The position also requires effectively delivering technical training and support needs for other personnel and customers over the phone.Support and demonstration of the values and expectations for customer support and satisfaction are fundamental to this team to provide an effortless customer experience and first call resolution.Key Responsibilities

  • Responsible for the remote support to users with technical problems and information technology issues experienced by Pharma Customers using ordering systems.
  • Provide technical resolution that includes but is not limited to the following: Identify, research, and resolves technical problems, timely response to telephone calls and Chat Support, email and personnel requests for technical support.
  • Accurately document, track, and monitor the reported problems/issues to ensure a timely resolution via Salesforce.
  • Escalate important or reoccurring issues causing impact to Service Levels to the department Business Analysts and Team Leads.
  • Work in various inbound call queues as assigned by Workforce Management.
  • Able to function independently and produce results that meet standards of quality, timeliness and acceptability.
  • Consistently meet department KPI Metrics (including Call Quality, Service Levels, Issue resolutions, Availability, Customer Call Back Compliance/Adherence, and Attendance).
  • Provide Chat Technical Support as business need requires.
  • Adopt the KCS methodology that supports creating resolution articles.
  • Special projects and other duties as assign.Minimum Qualifications
    • 2+ years of experience working in a Help Desk call center environment.
    • Technical degree or technical certification/certificate.
    • Remote Desktop Troubleshooting.
    • Technical support, customer service, and software or mobile device support experience.
    • Strong customer service and troubleshooting skills.
    • Ability to communicate technical information verbally to a wide range of end-users (i.e. internal employees, hospitals, VA, and retail customers) including creating knowledge articles.
    • Strong attention to detail, with a focus of rapport-building, listening, and questioning.
    • Ability to communicate technical information to both technical and nontechnical audiences - Good written and oral communication skills.
    • Working knowledge of MS Word, Excel, Outlook, and PowerPoint.
    • Experience using Salesforce and/or knowledge of creating help desk tickets. - provided by Dice

Keywords: DISYS - Digital Intelligence Systems, LLC, Irving , Technical Help Desk Support, IT / Software / Systems , Irving, Texas

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