Technical Help Desk Agent
hace 3 semanas
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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