Customer Service Representative - Help Desk

About the role

Resonance CX Partners assists experienced professionals in finding roles that align with their values. We do not hire directly; instead, we identify and validate opportunities from customer-focused organizations.

Responsibilities

• Assist Technician II in providing Desktop and Operational Support to assigned sites and remote offices.
• Install, configure, maintain, and support desktops, laptops, printers, scanners, and other PC peripherals and related hardware, as well as remote access devices.
• Install and support a variety of PC operating systems.
• Diagnose, resolve, and follow up on issues relating to various user concerns.
• Use remote desktop software to provide remote support and resolve issues for users at remote offices or home office users.
• Provide written updates for problem resolution in ticketing system, knowledge bases, troubleshooting manuals, or online documentation repositories.
• Assist in troubleshooting advanced technical issues within the network and telecommunications environments, especially those related to workstation-level problems.
• Serve as a technical liaison to project managers as needed.
• Assist in providing support to project managers to integrate and transition projects or new technology efforts to the production support environment.
• Avoid maintenance of software and workstation image management, including using image deployment software to perform imaging tasks for workstations.
• Perform other duties as may be assigned by management.

Job-Specific Essential Duties And Responsibilities

• Provide remote support and resolve issues for users at remote offices or home office users.
• Identify areas deserving attention in the technical support environment and consult with management.
• Ensure tickets are accurately documented and resolved in a timely manner.
• Work within the team framework created by management and collaborate with team members on assigned projects.
• Work tasks as assigned, including calls, email, chat, ticketing system, and all applicable queues.

Job-Specific Minimum Requirements

• Availability is required Monday through Friday between 7:00 AM - 7:30 PM (ET).
• Strong verbal and written communication/customer service skills.
• Strong analytical and problem-solving skills.
• Ability to follow processes, procedures, and guidelines to ensure repeatable customer experiences.
• Highly detail-oriented, organized, timely, and customer service-oriented.
• Ability to work well independently and in a team setting.
• Must be able to successfully complete the CMS client vetting process as a condition of employment.
• Adaptable, flexible, and able to deal with ambiguity and change.
• Excellent oral and written communication and customer service skills.
• Excellent attention to detail and good analytical skills.

Preferred Skills And Qualifications

• Knowledge of and the ability to monitor logs and scheduled events, as well as report on problems and anomalies.
• Experience with and/or ability to use call center telephony equipment.
• Experience in customer support or call center support.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Visio, and Project).
• Government experience preferred.

Minimum Requirements

• High school diploma or equivalent with 0-2 years of experience.
• May have additional training or education in area of specialization.
• Works on assignments that are routine in nature, with responsibilities easily learned on the job.