Help Desk Technician

Published
June 10, 2021
Location
Houston, TX
Category
Job Type

Description

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. Salesforce.com 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

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