Service Desk Associate

Job Title: Service Desk Associate

Department: North American Service Desk, Operations

Reports To: Jack Broeren

FLSA Status: Nonexempt

Prepared By: Jack Broeren

Prepared Date: 5/22/2017

DESCRIPTION –

Global Knowledge is the worldwide leader in IT and business skills training, with more than 1,200 courses that span foundational and specialized training and certifications. Our core training is focused on Cisco, Microsoft, VMware, Avaya, Red Hat, business process improvement, and leadership development. We deliver via training centers, private facilities, and the Internet, enabling our customers to choose when, where, and how they want to receive training programs and learning services. Founded in 1995, Global Knowledge employs more than 1,300 people worldwide and is headquartered in Cary, N.C.

SUMMARY –

The Service Desk Associate provides front line support via phone, email and live web chat for Global Knowledge customers. The Service Desk Associate will interact primarily with external and internal customers through, skillful problem identification, analysis, and troubleshooting but also offering the best solution and move new customers further along in the purchase process across Global Knowledge selling channels. Team members have the ability to communicate effectively with both technical staff and end users; by providing exceptional client service skills. Service Desk team members are self-motivated and able to work with minimal supervision.

ESSENTIAL DUTIES AND RESPONSIBILITIES –

Respond to customer inquiries via phone, live web chat and email to enhance service quality, productivity, call center goals and established metrics.

Provide support and remote troubleshooting for internal and external customer insure seamless product delivery.

Optimize customer experience by ensuring seamless interaction with appropriate GK sales channels

Use questioning skills to easily explore customer needs and concerns while recognizing buying signals

Utilize outstanding written and verbal communication skills to establish rapport

Own the responsibility of your tickets by ensuring statuses are kept current, documentation is clear and issues are resolved.

Proactively identify opportunities for continuous improvement.

Perform other duties as assigned

SUPERVISORY RESPONSIBILITIES –

Does this job have supervisory responsibilities? NO

How many employees report directly to this position? NONE

List the job titles that report to this position. N/A

QUALIFICATIONS – To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum typing speed of 40 wpm

Basic computer operations including keyboarding, proper grammar and syntax

Time management – effectively manage time and resources in order to achieve high productivity and efficiency

Excellent interpersonal and communication skills, verbal and written

Ability to work under pressure

Working knowledge of internet technologies and web hosting products/services

Ability to read and comprehend simple instructions, short correspondence, and memos; ability to write simple correspondence; ability to effectively present information in one-on-one situations to customers

EDUCATION and/or EXPERIENCE REQUIREMENTS:
At least one year of direct Business to Business sales experience preferred

Contact Center experience is preferred but not required

2 years of customer service experience

Computer skills in Word, Excel, and Outlook are essential

COMPENTENCES – In addition to whether a person has the knowledge and experience required to be successful in the job, one must have specific behaviors to perform the job successfully. The competencies listed below are representative of the behaviors required.

Communication —Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

Customer Focus —Making customers and their needs a primary focus of one’s actions (directly or indirectly); developing and sustaining productive customer relationships.

Energy —Consistently maintaining high levels of activity or productivity; sustaining long working hours when necessary; operating with vigor, effectiveness, and determination over extended periods of time.

Follow-Up —Monitoring the results of delegations, assignments, or projects, considering the skills, knowledge, and experience of the assigned individual and the characteristics of the assignment or project.