Junior Service Desk Representative

The Junior Service Desk Representative is responsible for providing support to customers requesting assistance for supported applications and systems. He/she will work with customers via phone to conduct password resets, unlock accounts and provide basic troubleshooting steps. The Representative will be required to identify the issues, and if not resolvable, the Representative will transfer the call to the applicable queue for further processing. As an initial point of contact, the representative must possess strong customer service and communication skills.

Key responsibilities include:

• Providing excellent customer service for all callers
• Research and resolve inquiries in a timely, and accurate manner
• Accurately document all inquiry activities

Minimum Qualifications:

• High School Diploma or GED
• Minimum 6 months’ customer service experience
• Proficient in Microsoft Office: Word, Excel, PowerPoint, etc.Basic PC skills.

Preferred Qualifications:

• Excellent communication skills: verbal and written
• Comprehensive reading and interpretive skills
• Maintain professional telephone etiquette in a variety of situations
• Research, analytical, and problem solving skills
• Ability to organize and prioritize workloads
• Keyboard skills (typing, 10-key, alpha/numeric)