Help Desk Support IV
ATR International - Philadelphia, PA
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We are seeking for a Help Desk Support IV for a very important client. Responsible for providing the first line of telephone technical support of hardware and software systems.- Answers basic questions about installation, operation, configuration, customization, and usage- Applies basic troubleshooting to identify problems, investigate causes and recommend solutions to correct common failures and provide follow-up.- Escalates complex problems.- Performs root cause analysis and develops checklists for typical problems.- Recommends procedures and controls for problem prevention.- Enters information into call tracking database.- Works in a team setting, sharing information and assisting others with calls.- Experience in a telephone technical support position, giving support to end-users- Considerable familiarity with MS Office Suite and the Windows environment in general- May require a Batchelor's degree in a related area- Excellent oral and written communication skills and phone manner- Stress resistant, experience in dealing with a novice and /or low-skilled customer base and able to impart knowledge at various levels- Aptitude for quick learning of technical and procedural topics; a self-motivating and self-learning work approach- Ability to work on multiple, dissimilar activities simultaneously, an analytical mind and excellent team player Requirement: The ideal candidate will possess the following qualifications: Experience: 6+ yearsIt?s handling any issues/questions from procurement to payment. So if managers or various vendors have questions about their invoicing, they will submit a ticket through the Issuetrack system. This person will take that ticket, and reach out to resolve the issues.Looking for those with strong customer service experience. The manager there now came from a retail background. Just need a polished professional who also can pick up the AP process quickly.Must have good analytical skillsPhone etiquette - not a lot of calls, but must be able to take calls and enter in ticketing system as needed Supporting various projects as neededMust have good understanding of different processes within procurement to pay this group takes total accountability for each ticket from start to close
Created: 2024-09-07