Helpdesk/Technical Support

Title: Helpdesk/Technical Support

Location: Southfield, MI

Duration: 6+ Months (potential convert to full-time)

# of Positions: 3

Working Model: Hybrid on-site twice per week or 10 days per month. 100% on site during training

Pay rate Range: $25-$29/Hr on W2

Description:

Job Summary:

• With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment.

• Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users.

• This position is 100% on the phones.

Job Duties:

• Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area.

• Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership.

• Utilizes knowledge management tools to help resolve client issues.

• Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.

• Assists customers in performing basic software installations.

• Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems.

• Escalates trends and outages as needed to leadership and for Service News postings.

• Manages time in customer contact center setting and documents time via activity codes.

• Utilizes required activity codes to provide awareness of non-phone related activities.

Skills:

• Basic technical knowledge of the following: Installing, troubleshooting and maintaining computer hardware and software

• Basic technical knowledge of the following: operating systems (OS), mobile devices, networking, business applications and security products

• Available to work non-standard shifts including nights, weekends and some holidays Very strong written and oral communication skills Strong analytical and problem solving skills

• Maintaining a professional demeanor at all times as they will be handling calls from various levels of

Nice to Have but Not Required: Experience with financial services applications

Keywords:
Education: Minimum of a High School Diploma/GED Required