Help Desk Technician

June 10, 2021
Houston, TX
Job Type


Answer phone calls, chats, and other electronically delivered requests to the call center regarding McGraw Hill digital products.
 Process email requests and issues delivered to the call center
 Own and manage case including communication and resolution to customer using call ticketing system
 Research and escalate issues when necessary to Tier 2 support
 Responsible for handling all customer inquiries and questions that come into the support center
 Provide excellent customer service at all times
 Follow up to customer inquiries by taking specific action in a timely manner
 Troubleshoot software and system problems
 Exercise retention efforts when appropriate
 Work with confidential customer information
 Problem solve and provide guidance to help customers resolve issues
 Enter data from customers into various software programs
 Thrives as a team player in a fast-paced, high-energy, change-oriented environment
 Participates in additional training courses
 Perform other related duties and assignments as required and as assigned by supervisor or manager
 2 year of job-related experience in a call center environment
 2 year customer service experience
 Excellent verbal and written communication
 Possess analytical and problem solving skills
 Professional demeanor with the ability to maintain even temperament in high pressure situations
 Ability to organize, prioritize workload and multi-task
 Detail oriented
 2-3 years computer usage experience
 Technology Experience:
o Experience using call ticketing system, ie. or similar
o Experience using call center phone system, ie. Avaya
 Software experience:
o Internet tools for Window or Mac such as Firefox, Internet Explorer or Safari
o Outlook
o MS Office

Drop files here browse files ...

Related Jobs

Security Officer - Armed   Houston, TX new
June 21, 2021
June 21, 2021
Assistant Store Manager   Spring, TX new
June 20, 2021
June 20, 2021