Help Desk Support responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support works under moderate supervision. Gaining or has attained full proficiency in a specific area of discipline. To be a Help Desk Support typically requires 1-3 years of related experience. (Copyright 2024 Salary.com)
Overview
The Customer Support Representative will provide operational support for customers by answering inbound calls, responding to support tickets, and completing scheduled training appointments. Utilizing training and knowledge guides, the CSR will attempt to quickly diagnose issues to resolve the problem or escalate as needed.
Responsibilities
Essential Duties & Responsibilities
Maintains a strong working knowledge of supported products and continually strives to enhance knowledge through ongoing training, reading, and participating in projects and improvement initiatives.
Gathers, prioritizes and responds to customer issues by phone, email, and remote support tools.
Promptly resolves customer service issues and documents all activity through CRM.
Provide operational and technical assistance to end-users on company products and services.
Educate clients on use of company products and services.
Assist with researching and gathering information for troubleshooting software issues.
Maintain department guidelines regarding average handle time and productivity.
Maintain department guidelines regarding call quality and call audit process.
Perform administrative duties, reports and special projects associated with customer support.
Additional and/or Specific Skills
Clear communication in written and oral form.
Customer Relationship Management.
Professionalism.
Patience.
Time Management.
Detail-Oriented.
Analytical and Problem-Solving skills.
Experience with remote support tools, such as JIRA, GoToAssist, etc.
Ability to type 40wpm
Education/Experience
Associate’s Degree or equivalent work experience.
Prior call center/support knowledge preferred.
Retail industry knowledge preferred.
Physical Requirements
Exposure to call center noise.
Repetitive typing.
Sitting for long periods of time.
Medium to heavy phone exposure.
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0 Help Desk Support jobs found in Pittsburgh, PA area