Customer Service Representative

A large financial services company seeks a candidate with strong customer service expertise to support their operations.Rate/Salary: $18.80/h - $19.16/hLocation: Columbus, Ohio, United States - On-siteContract: 6-12+ months (possible perm/extension)The Service Desk Agent is the first point of contact for the users who call our Service Desk. While providing the highest level of customer service, the Service Desk Agent answers incoming calls, tracks all information in a call tracking system, and uses a knowledge base tool along with their expertise to resolve issues promptly. The Service Desk Agent is focused on providing best-in-class customer service, achieving high levels of first-call resolution, and identifying opportunities to streamline/automate the agent process.Responsibilities include:Demonstrate strong customer service skills to provide phone support including:Listening to the customer to gain an accurate understanding of the situationBeing empathetic to the customer's situation and having a sense of urgency to resolve the issueProducing accurate, detailed documentation at the client, problem and incident levelResponsible for high quality end-user technical support, related to enterprise software and hardwareResponsibilities include assessment, triage, research, training/education and resolution of incidents and requests regarding the use of application software products and/or infrastructure components in a fast paced 7x24x365 environment.Under general oversight, provides after hours and weekend support as needed.The position requires attention to detail, follow through, teamwork focus and positive attitude.Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via an online chat and/or in personCreate a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to the end user promptlyIdentifies and works with internal end users to provide guidance and support, sound communications and customer service principles without becoming unprofessional in difficult situationsProvides investigation, diagnosis, resolution and recovery for hardware/software problemsInstalls, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and softwareQualifications:Excellent customer service skills requiredExcellent communication skills requiredPreferred work experience in a technical support role but not requiredRequired Education: High school diploma or GED with relevant work experienceAbility to diagnose the cause of problems in a complex environment and to provide effective solutions quicklySelf-motivated and able to work on own initiative in a high-pressure environmentWilling to work variable shifts including evenings, weekends, and public holidaysBenefits InfoPride Global offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

Created: 2025-01-14