Technical Help Desk Agent

hace 3 semanas


Madrid, Madrid, España Talent Bridge Group, Llc. A tiempo completo

At Talent Bridge Group, LLC, we are seeking a skilled Technical Help Desk Agent to join our team. Salary: $17.75 per hour, based on the Service Contract Act wage scale for government contractors.

About the Role:

We are looking for a highly motivated and detail-oriented individual to provide technical support to users of the Integrated Award Environment (IAE) system. The successful candidate will work as part of a live agent team, providing troubleshooting assistance via phone, chat, or webform submission.

Key Responsibilities:

  • Use the provided systems and knowledge base to answer help desk tickets/cases not already resolved by automated customer response systems.
  • Meet IAE customer service goals by providing seamless support/assistance to customers, as measured through program metrics.
  • Create a world-class customer experience for users seeking to do business with the government.
  • Escalate incidents to higher levels or groups per guidance.
  • Provide timely support to customers via webforms, live in-person support via phone, chat, and possibly screen-sharing.

Requirements:

  • Must be able to pass a federal background check.
  • High school diploma or equivalent required.
  • 2+ years of contact center experience preferred.
  • Typing speed of at least 30 words per minute.
  • Excellent computer skills including an ability to analyze and troubleshoot common computer and technology issues.
  • Ability to communicate applicable technical subject matter expertise to management and others.
  • Professional communication skills, both written and verbal.
  • Strong attention to detail.
  • Ability to multi-task, prioritize and manage time effectively.
  • Cooperation and teamwork with peers.
  • Empathy and patience for customers with technical difficulties.
  • Able to read, write, speak fluently, and understand the English language.

Benefits:

  • Paid training.
  • Opportunity to build confidence and experience in the technology field.
  • Chance to work as part of a collaborative team.
  • A chance to make a real difference in the lives of customers.

Working Conditions:

  • This is a remote position with full-time or part-time hours available.
  • The work schedule will include Monday through Friday, between 8AM and 8PM ET.
  • Virtual classroom training takes place Monday through Friday for 6 weeks, between 12PM and 4PM, with one twenty-minute break.

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