Help Desk Support I

Primary Responsibilities include the following:
o Answer incoming calls timely and accurately
o Answers inquires by clarifying desired information, researching, locating and providing information
o Resolves customers issues and concerns
o Creates and maintains knowledge articles
o Provide technical assistance to the customer (Examples)
· Password reset
· Account information
· Case number information
· Adobe Reader issues
· Brower issues
· Technical computer issues
· Internet connectivity
· PEAK navigation
o Enter information obtained from the call into a customer relationship management tool
o Utilize the IVR/ACD for incoming and outgoing calls
o Follow communication scripts when handling different topics
o Meet personal/team qualitative and quantitative targets

All your information will be kept confidential according to EEO guidelines.