Help Desk Rep

Location: Jacksonville or Windsor, Fl & CT
Date Posted: 04-10-2017
Hello -
Please find the below JD.
Job title: (Contract) Help Desk Rep
Duration: 6 months
Location: Jacksonville or Windsor
Interview Process: Phone Interview; (will hire via phone interview)
Profile Summary: 
Technical Support specialist responsible for answering incoming phone calls from external customers in a high call volume support center. (Financial Industry experience highly desired) Primary responsibilities include the technical analysis, trouble-shooting, and resolution of business application issues. Other responsibilities include creating a fully documented record of all incidents in the incident tracking tool, and timely follow-up with customers to achieve high customer satisfaction scores and SLAs.
Profile Description: 
  • 2nd level technical support experience in a fast-paced Financial support center with a high incoming phone call volume. highly desired
  • Experience supporting both internal and external customers in the financial services industry.
  • Understanding of multi-platform environments including, networking, remote access, and browsers.
  • Experience working and collaborating effectively in a virtual and multi-site team environment.
  • Self-starter who is able to work independently
  • Ability to resolve a high volume of complex technical issues remotely
  • Understanding of call performance metrics and industry best practices for call handling.
  • Proven analytical and problem solving skills.
  • Strong background with Microsoft Products and solutions.
  • Certified Help Desk Professional preferred
  • Ability to work in a high volume, high priority environment using multiple communication methods simultaneously
  • Ability to multi-task and prioritize work in alignment with business requirements.
Knowledge & Experience: 
  • Minimum of 3-5 years of 2nd level technical support experience in a fast-paced support center with a high incoming phone call volume.
  • Associate's Degree in Computer Science, Engineering or a directly related field.
  • A+ Certification preferred
  • Two to four years of professional IT experience.
  • Strong knowledge of IT operations, responsibilities, work flow processes and procedures to resolve most inquiries independently.
  • Good analytical and communication skills, sound judgement, and the ability to work effectively with employees and other IT staffs.
Critical Skills
  • Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
  • Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
  • Team Mentality: Partnering effectively to drive our culture and execute on our common goals. 
  • Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions. 
  • Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.
Thanks & Regards,
Krishna Vaaka
Global Nest LLC
281 State Route 79, Suite 208
Morganville, NJ 07751
Phone # (732) 333-5933
Fax: 732-333-5946           
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