Client Success Help Desk Associate

Scope of Position

The Help Desk Associate is responsible for providing superior customer service and technical support to end-users of our pre-employment and onboarding portal.  *Our Helpdesk operates 8 a.m. to 10 p.m. EST 7 days per week.  The ideal candidates will show flexibility to work within these hours on a rotating schedule of approximately 40 hours/week

Essential Job Duties

• Handle a heavy volume of inbound calls, emails, and chats working in a work queue environment. Make outbound contacts as needed. 
• Partner with peers and supervisor to monitor and maintain coverage of all contact streams. 
• Achieve first contact resolution, whenever possible. Work closely with internal teams to provide quick resolution to issues beyond first contact resolution. Ensure periodic updates are provided. 
• Partner with internal teams to troubleshoot and resolve client issues including, but not limited to: login issues, password resets, submission of required forms, etc.
• Maintain accurate record of contacts and interactions.
• Must be able to maintain applicant/client privacy in compliance with all applicable laws.
• Create positive relationships with contacts to ensure satisfaction and retention.

Education & Qualification Requirements

• Minimum of 2 years of customer service experience strongly preferred.
• Minimum of 2 years of working in a call center environment preferred.
• Knowledge of Microsoft Office Suite required, proficiency in Excel preferred.
• Able to successfully learn and navigate Web based applications and tools, for use in managing applicant accounts. 
• High School Diploma or GED required. Secondary education degree preferred.
• Ability to work nights and/or weekends.
• Excellent written and verbal communication skills.
• Excellent time management skills, exhibiting a sense of urgency, ensuring client deadlines are met within the required time frames.
• Self-motivated and proactive in approach to issue/ dispute resolution.
• Adaptable to office and home office environments.
• Demonstrated ability to organize and manage multiple priorities.
• Demonstrated problem analysis and resolution skills.
• Client-focused
• Goal oriented

Measurements of Success

• Perform in a client focused setting
• Maintain professional demeanor
• Must be punctual and able follow schedule to ensure Service Level Agreements are maintained.
• Superior communication skills
• Must be able to meet set expectations for call center metrics, quality requirements, and turnaround times.